Principal Customer Success Manager

As part of the Pendo Success team, the Principal CSM will partner with customers to ensure they're receiving the support and tools needed to achieve their goals and derive business value. CSMs have an in-depth understanding of the customer's needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty.

At Pendo, Customer Success Managers are considered trusted advisors to our customers and product experts in Pendo’s technology. This role will be responsible for supporting enterprise organizations and developing/executing enterprise-level account engagement and success strategies that result in customer health (retention, expansion, advocacy). Our Principal CSM will be facilitating and/or managing complex projects that often involve collaborating with employees in different functions. 

Role Responsibilities 

• Develop a deep understanding of Pendo’s technology to help create customer success best practices (e.g. helping to inform 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 your customers and deliver effective Business Reviews to develop a deep understanding of your customers’ business, their 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 evidence over time through product adoption
• Be an advocate and voice for our 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, reconciling invoicing on behalf of finance, and optimizing playbooks

Minimum Qualifications 

• 7+ years of customer success, account management, consulting, or software sales experience
• 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 while navigating tough conversations
• Experience leading and organizing Business Reviews and coordinating meaningful engagements and on-sites with executive stakeholders
• Bachelor's degree or equivalent work experience

Preferred Qualifications 

• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail  with the ability to analyze data and business insights to influence stakeholder decision-making
• Experience discovering key goals and steering customer stakeholders with mutual action plans
• Proven ability to own multi-threading efforts to strengthen partnership and help identify expansion opportunities across various business groups 
• Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams.
• Own multi-threading efforts to strengthen partnerships and help identify expansion opportunities across various business groups

Pendo 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. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may requi