Customer Success Operations Manager

  • 150 Fayetteville Street, Raleigh, NC, us
  • Full-time

Company Description

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software. 

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. Our culture is passionate, dynamic, and fun.

Job Description

We’re hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the VP of Customer Success and will be their trusted partner in shaping the overall customer experience, success strategy, and tactics, and ensuring we are implementing processes that scale with our growing customer base.

This is a great opportunity to gain experience in a fast-paced Raleigh software startup that provides tools that accelerate growth among other Product Teams and Customer Success Teams around the world.


What you”ll do:


  • Gainsight Administration and overall Customer Success data needs

  • Orchestrate training and collaboration on newly created processes and tools

  • Implement and manage team processes, SLAs, and best practices

  • Implement and manage tools/software/data systems

  • Report team metrics and maintain data integrity

  • Analyze and identify leading indicators of renewals and upsell

  • Own and optimize playbooks for Customer Success Managers and Technical Account Managers

  • Maintain and optimize our Customer Health Scoring methodology

  • Determine timing and content of customer touch points for Customer Success Managers along the customer journey to drive optimal adoption and high NPS

  • Coordinate with 1:Many Communication lead to synchronize customer touchpoints and assist or own the deployment of campaigns

  • Assist VP of Customer success with presentations and one off data needs

  • Additional long term responsibilities

    • Team structure: tier existing customers, assign them to CSMs, re-distribute accounts and workload as needed, forecast hiring needs

    • Assist with bonus structures and targets

Qualifications

Who you are:

  • You have a passion for designing process that scale

  • You have the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

  • You enjoy "getting your hands dirty" by digging into complex operations

  • Strong listening skills, open to input from other team members and departments

  • Gainsight Administration experience required

  • Salesforce Administration experience strongly recommended

  • You have a passion for data, reporting, and analytics

  • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail

  • Demonstrated strong analytical ability

  • Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support, Revenue Ops)

Additional Information

Why Pendo?

  • We are a passionate and fast-growing startup culture

  • You will gain experience in a diverse and exciting set of technologies and clients

  • You can enjoy frequent company and team-building events

  • We are located in the heart of Raleigh, one of the fastest growing cities in the Southeast.

  • Join our team and you will have a real impact  on Pendo’s future and direction.

 

Benefits and Perks

  • Company Equity 

  • Health benefits 100% covered for your entire family. Dental and vision benefits 100% covered for employee. 

  • 401K

  • Open vacation policy

  • Free weekly lunches and fully stocked kitchen with drinks, goodies and balanced snacks

  • Free parking or monthly stipend for other modes of transportation (biking, walking, do you skate?)

  • Lots of company swag...hope you like pink!

 

Hear from our Pendozers on why it's so outstanding  working at Pendo.  http://content.pendo.io/vmxNJTWm38

 

Check out this video of our CEO Todd Olson speaking about Pendo.  https://vimeo.com/110839413

  • All your information will be kept confidential according to EEO guidelines.

  • No Agencies please