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- Tasks: Partner with customers to enhance their experience and drive business value.
- Company: Join Pendo, a fast-growing startup focused on improving software experiences.
- Benefits: Competitive salary, dynamic culture, and opportunities for professional growth.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: 8+ years in customer success or account management, with strong project management skills.
- Other info: Hybrid role in Central London, fostering collaboration across diverse teams.
The predicted salary is between 48000 - 72000 £ per year.
As part of the Pendo Success team, the Customer Success Manager 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.
The ideal candidate for this role will ideally have 8+ years of experience supporting enterprise organizations and excels at developing and executing enterprise level account engagement and success strategies that result in customer health (retention, expansion, advocacy). This person excels at facilitating and/or managing complex projects that often involve collaborating with employees in different functions. Consulting and sales experience are a major plus, as well as any particular industry specialization (Fin Serv, Info Sec, Business Services, Healthcare).
Role Responsibilities
- Understand the entire customer experience, putting customers’ needs first and helping us evolve the customer journey as needed
- 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
- Ideally 8+ years of customer success, account management, consulting, or software sales experience
- Customer-facing experience within a software company is required
- Bachelor\’s degree or equivalent practical experience preferred
Preferred Qualifications
- Experience having led and organized Business Reviews and coordinating meaningful engagements / onsites
- Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
- Demonstrated ability to analyze data and business insights to influence stakeholder decision-making
- Experience discovering key goals and steering customer stakeholders with Success Plans
- 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
- Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams.
This is a hybrid position working Tuesday – Thursday from our office in Central London and our customer\’s locations. We are not able to consider this position remotely at this time,
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 require an accommodation for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
Compensation
Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.
Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.
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Senior Customer Success Manager employer: Pendo.io
Contact Detail:
Pendo.io Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Pendo. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by diving deep into Pendo’s technology and customer success strategies. Show us you understand their mission and how you can contribute to improving customer experiences.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. We love hearing about real-life scenarios where you made a difference.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Pendo team.
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Know Your Stuff: Before you start writing, make sure you understand Pendo’s technology and the role of a Customer Success Manager. This will help you tailor your application to show how your experience aligns with what we’re looking for.
Showcase Your Experience: Highlight your 8+ years of experience in customer success or account management. Use specific examples that demonstrate your ability to manage complex projects and foster relationships with stakeholders at all levels.
Be Authentic: Let your personality shine through in your application. We want to see who you are beyond your qualifications. Share your passion for customer success and how you can contribute to our mission at Pendo.
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Pendo.io
✨Know Your Customer Inside Out
Before the interview, dive deep into understanding Pendo’s technology and its impact on customer success. Familiarise yourself with case studies or examples of how Pendo has helped other enterprise organisations achieve their goals. This will not only show your enthusiasm but also your ability to relate to the customers' needs.
✨Showcase Your Project Management Skills
Be prepared to discuss specific examples of complex projects you've managed in the past. Highlight your ability to coordinate with cross-functional teams and how you’ve successfully navigated challenges. This will demonstrate your capability to handle the multifaceted nature of the role.
✨Prepare for Business Reviews
Since conducting Business Reviews is a key responsibility, think about how you would approach these meetings. Prepare a mock Success Plan that outlines how you would engage with stakeholders and drive customer outcomes. This will illustrate your strategic thinking and proactive approach.
✨Emphasise Your Relationship-Building Skills
In your interview, share stories that highlight your ability to build and maintain relationships at various levels within an organisation. Discuss how you’ve turned challenging situations into positive outcomes through effective communication and trust-building. This is crucial for a role that relies heavily on customer advocacy.