Customer Success Manager

As a Customer Success Manager at PandaDoc, you'll play a key role in driving growth and success across a high-value, upmarket book of business. This portfolio includes customers with complex, technical workflows, where a strategic and consultative approach is essential to maximize value. You’ll work closely with Account Managers, Solutions Engineers, Technical Account Managers, and the Product team to ensure your customers are fully supported and empowered to succeed with PandaDoc.

At the heart of your work is building strong, strategic relationships—deeply understanding each customer’s business goals and aligning them with PandaDoc’s capabilities to deliver meaningful outcomes.

In this role, you will:

• Maintain strong business relationships and regular, strategic touchpoints with your book of business
• Guide customers through onboarding and adoption with a consultative lens, often including paid services and workflow design
• Own premium onboarding cases by assisting customers in the template and workflow set up, leading training sessions and drive value within their first 90 days of PandaDoc
• Drive product adoption and usage through proactive engagement and tailored Success Plans, focusing on long-term customer outcomes
• Identify and mitigate risk by uncovering usage blockers and developing customer-centric solutions to reduce churn and contraction
• Analyze account metrics (e.g., license usage, document activity, engagement trends) to create success benchmarks and guide business reviews
• Own customer escalations when they arise—working cross-functionally to drive swift resolution—while proactively addressing early signals to prevent issues from escalating
• Partner closely with Account Managers to align on renewal strategy, inform upsell paths, and support expansion opportunities
• Collaborate with Solutions Engineers and Technical Account Managers to address complex workflow requirements and technical use cases
• Proactively engage with the Product and Support teams to advocate for customer feedback and ensure it’s routed through the right channels
• Monitor tools like Catalyst, Salesforce, and Gong to surface actionable insights and provide targeted outreach to accounts needing additional support
• Serve as a thought partner to both your customers and teammates—sharing insights, elevating questions, and championing collaboration across teams

This is a role for someone who thrives in a strategic, customer-facing environment, is energized by solving complex challenges, and is passionate about delivering long-term customer value through deep partnership and cross-functional collaboration.

Why the role is exciting:

Joining PandaDoc means being part of an innovative company that is changing how businesses handle their document workflows. You’ll have the opportunity to make a measurable impact by helping clients unlock productivity gains, streamline processes, and achieve their business goals. As part of the Customer Success team, you’ll be at the forefront of client satisfaction, directly contributing to PandaDoc's continued growth and success. If you thrive in an ever-evolving environment and love the challenge of making customers successful, this is the role for you!

About you:

• Experienced & Strategic: You bring 3–5 years of experience in Customer Success or Account Management within a SaaS environment, ideally working with upmarket or enterprise-level customers. You have a proven track record of driving adoption, retention, and long-term value through strategic relationships—especially at the executive level.
• Executive Presence & Communication:You are a confident communicator, skilled at engaging with C-level stakeholders and navigating complex organizational structures. You can clearly and effectively communicate value across multiple channels and functions, ensuring alignment at all levels of your customer's organization.
• Customer-Centric & Relationship-Driven: You understand the importance of building deep, trusted partnerships. You are empathetic, a strong listener, and take a consultative approach to customer relationships—ensuring you meet both tactical needs and long-term strategic goals.
• Organized & Detail-Oriented: You’re highly organized and excel at managing competing priorities. You deliver high-quality service with precision, even in fast-paced, dynamic environments.
• Strategic Thinker & Problem Solver: You thrive on solving complex challenges. You think big-picture, anticipate customer needs, and proactively identify opportunities to deliver value. You know how to align our platform’s capabilities with the customer’s business goals.