Join us as a Senior Customer Success Manager at Pendo.io. As part of the Pendo Success team, you will partner with customers to ensure they receive the support and tools needed to achieve their goals and derive business value.

The ideal candidate will have 8+ years of experience supporting enterprise organizations, excelling at developing and executing enterprise-level account engagement and success strategies. You will have experience facilitating complex projects, collaborating with employees in different functions, and have a background in consulting and sales.

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.
• 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.

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.

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.

About Pendo

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.