The Senior Manager of Enterprise Customer Success is a highly driven, results-oriented, and collaborative leader who will both drive excellence in execution while building the foundation for growth for Pendo customers with 2500+ employees. You will manage a team of high-performing Customer Success Managers focused on driving business-critical outcomes for Pendo’s Enterprise customers. You will be tasked with ensuring that our top customers accomplish their goals and effectively recognize and communicate the value Pendo brings to their organization. You will work with your direct reports to build and refine a strong operational foundation with effective high-touch engagement strategies that drive ongoing adoption initiatives, mature client relationships, and ultimately drive retention and expansion. This role will require a consultative and holistic approach to the customer lifecycle, expertise in navigating priorities, challenges and opportunities within a diverse customer portfolio, and ability to communicate effectively with VP and C-Level executive sponsors.

Responsibilities (what you’ll do):

  • Inspire, attract, and manage a team of high performing CSMs and drive all aspects of developing leading and coaching with a high focus on the teams metrics and scorecard
  • Leverage the Pendo Value Framework to cultivate and strengthen delivery of strategic customer business outcomes. Ensure objectives alignment and governance models that enable digital adoption and tangible business value.
  • Ensure your team is engaging strategically with their customers and help prioritize their activities to drive value realization. This includes, but is not limited to, role modeling via customer engagement, shadowing your team, attending team Quarterly Success Reviews, reviewing all Success Commitments and assisting the team in executing against the success methodology 
  • Empower a team of trusted advisors internally and with customers, establishing a wide network across the company, leveraging the full potential of Pendo and bringing in technical experts, executive sponsors, product managers and strategic, value based programs to transform the customer’s business
  • Own and evolve the Enterprise customer journey, including onboarding, adoption, retention, and expansion with an emphasis on defining and demonstrating value to grow net revenue retention.
  • Analyze industry trends and performance metrics to drive execution and accelerate results
  • Continually evolve a deep understanding for how Pendo creates value for our customers, ensuring they derive maximum and ongoing value from their investment

Qualifications (what you have):

  • You have a minimum of 7+ years experience in customer success, account or technical account management at a SaaS company
  • Strong understanding of value drivers in recurring revenue business models
  • Bias to act and unblock while maintaining strong cross-functional relationships 
  • Proven track record of overachievement, innovation, leading change, and creativity in solving company and team challenges
  • You are a natural mentor and regularly take initiative to help your colleagues be more effective
  • You have experience managing and negotiating with Enterprise companies and their stakeholders
  • You exemplify strong technical competence and passion for B2B SaaS
  • You are detail-oriented with the ability to set priorities for yourself and your team
  • You possess exceptional cross-organization collaboration and communication skills
  • You are an entrepreneur at heart with a growth mindset and will thrive in a fast-paced, flexible, startup environment; must demonstrate ability to adapt and lead in a fast changing environment

You have product management, product influence or cross-functional product experience (preferred)

Pink, Perks, and Such:

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.

Benefits:

  • Company Equity
  • Health benefits 100% covered for your entire family. 100% dental and vision coverage for employee
  • 401K
  • 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?)
  • Lots of company swag...hope you like pink!

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.

#LI-AL2

#UScentral

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Pendo are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.