The Pendo Success team is hiring a Customer Operations Manager to deliver on the holistic operations strategy for the Pendo Customer Success, Technical Services, Consulting, Customer Education, and Support teams. This role is responsible for developing and maintaining the infrastructure and processes required to support the global Pendo Success team.
You will report to the Director of Success Operations and work to create an environment that increases the effectiveness and efficiency of the Pendo Success team. The ideal candidate is experienced with high-growth SaaS environments and has experience managing process improvements across multiple departments.
This is a unique opportunity to join a high-growth startup and be part of the Success Operations department.
Responsibilities (what you’ll do):
Creation and reporting of core departmental KPIs
Definition and oversight of processes developed and in support of the Pendo Success organization
Execute account assignments based on the Customer Success segmentation strategy
Perform consultant assignments for paid Professional Services engagements
Optimize process to deliver in support of the Pendo Customer Journey for various customer segments
Collaboration with peer operations departments throughout Pendo
Creation and operationalization of key processes and playbooks for Success team members
Forecasting and planning for revenue-generating capabilities within Pendo Success
Creation and oversight of CSAT and other surveying processes
Onboarding, adoption, and overall health score refinement and reporting
Administration, management, and refinement of core Success platforms including Pendo, Churn Zero, Jira, Zen Desk, and Skilljar.
Experience (what you have):
Ability to thrive in a fast-paced environment and demonstrate excellent communication skills
Strong experience working with cross-functional teams to achieve common goals
Proven track record of strong delivery and execution in a high-growth SaaS environment
Experience working across multiple countries and geographies
Pendo covers 100% of monthly premium for the HDHP (High Deductible) Medical plan for all employees and their families
Pendo covers 100% of monthly premium for dental and vision coverage for all employees and their families
Open vacation policy
Free weekly lunches and fully stocked kitchen with drinks, goodies and balanced snacks
Frequent company and team-building events
Free parking or monthly stipend for other modes of transportation (biking, walking, do you skate?)
We are an equal opportunity employer and believe having diverse teams in which everyone brings their whole self to Pendo is key to our success. We welcome people of different backgrounds, experiences, abilities and perspectives.