Customer Success Manager - West at Pendo

San Francisco, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Information Security, Business Services, HealthcareIndustries

Requirements

At least 2 years of customer success, account management, consulting, or software sales experience
Customer-facing experience within a software company
Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders
Ability to travel up to once a month
At least 2 years of experience supporting enterprise organizations (ideal)
Excels at developing and executing enterprise level account engagement and success strategies resulting in customer health (retention, expansion, advocacy) (ideal)
Excels at facilitating and/or managing complex projects involving collaboration across functions (ideal)
Consulting and sales experience (major plus)
Industry specialization (Fin Serv, Info Sec, Business Services, Healthcare) (plus)
Experience leading and organizing Business Reviews and coordinating meaningful engagements/onsites (preferred)
Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail (preferred)
Demonstrated ability to analyze data and business insights to influence stakeholder decision-making (preferred)
Experience discovering key goals and steering customer stakeholders with Success Plans (preferred)
Experience working with cross-functional teams and communicating common customer behaviors to sales, marketing, and product teams (preferred)
Bachelor's degree or equivalent practical experience (preferred)

Responsibilities

Understand the entire customer experience, putting customers’ needs first and helping evolve the customer journey as needed
Develop a deep understanding of Pendo’s technology to help create customer success best practices (e.g., informing standardized processes, creating presentations, reports, etc.)
Maintain ownership of a portfolio of customers, developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption, retention, and mitigating risk of Pendo across their organization
Establish and maintain relationships within multiple levels of the organization, including Executive Sponsors, Economic Buyers, and influencers
Conduct quarterly portfolio planning and internal account reviews to establish a clear view at least two quarters ahead of customer risks and opportunities
Co-create Success Plans with customers and deliver effective Business Reviews to develop a deep understanding of customers’ business, primary business outcomes, and tangible metrics for success
Be accountable for enabling customers to achieve their desired outcomes, setting them up for success during critical moments of truth in the journey, as evidenced over time through product adoption
Be an advocate and voice for customers internally and partner with cross-functional teams to facilitate successful implementation, adoption, expansion, and renewals
Provide internal operational support as needed - including creating or updating customer records, reconciling invoicing on behalf of finance, and optimizing playbooks

Skills

Customer Success Management

Account Management

Stakeholder Engagement

Success Planning

Portfolio Management

Project Management

Customer Adoption

Retention Strategies

Enterprise Account Strategies

Executive Relationship Building

Pendo

Enhances product experience and digital adoption

About Pendo

Pendo enhances digital products by providing solutions for product experience and digital adoption. Its platform integrates with clients' existing software, offering tools for in-app messaging, user analytics, and feedback collection. This allows businesses to understand user behavior and improve their products based on data-driven insights. Pendo primarily serves software companies, tech startups, and enterprises in the SaaS sector, charging subscription fees for access to its services. Unlike competitors, Pendo focuses specifically on user engagement and experience, helping clients guide users through new features and updates. The goal is to help businesses meet user expectations and achieve growth in a competitive market.

Raleigh, North CarolinaHeadquarters

2013Year Founded

$455.5MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Remote Work Options

Professional Development Budget

Risks

Increased competition from AI-driven platforms could threaten Pendo's market share.

Rapid AI innovation may outpace Pendo's integration capabilities, risking competitive edge loss.

Integration risks from Zelta AI acquisition could disrupt Pendo's operations if mismanaged.

Differentiation

Pendo integrates seamlessly with existing products, enhancing user engagement and feedback collection.

The platform offers in-app messaging, user analytics, and feedback tools for product improvement.

Pendo's AI-driven insights provide a comprehensive view of user behavior and product performance.

Upsides

Pendo's acquisition of Zelta AI enhances its AI capabilities for customer feedback analysis.

Partnership with Google Cloud's Vertex AI boosts product discovery and user personalization.

Pendo's $200 million ARR and customer growth highlight its strong market position.

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