Customer Success Manager

About the role

This position focuses on ensuring clients achieve maximum value from PandaDoc's document automation platform. You will guide customers through their journey, from initial setup to ongoing utilization, fostering strong relationships and driving their success.

Key facts

What you'll do

• Guide new clients through the onboarding process, including planning, training, and integration setup.
• Proactively assist customers in adopting the platform's features through consultations and product education.
• Conduct strategic business discussions to align PandaDoc's capabilities with client objectives and demonstrate measurable value.
• Collaborate with account management teams to support renewal efforts and identify growth opportunities.
• Utilize data from tools like Planhat, Salesforce, and Gong to monitor customer engagement and identify at-risk accounts.
• Educate customers on using self-service resources such as the help center, webinars, and training sessions.
• Understand and explain the platform's API and CRM integration capabilities.

Requirements

• 2-3 years of experience in SaaS customer success roles, managing a high volume of client interactions.
• Proven ability to manage multiple priorities and adapt to changing workloads within a pooled support structure.
• Strong communication and interpersonal skills, with a focus on building trust and meeting customer needs.
• Resourceful and adaptable, capable of delivering results in a dynamic environment.
• Proficient in using AI tools to analyze customer data, automate tasks, and enhance strategic insights.
• Self-motivated problem solver with the ability to identify root causes and implement effective solutions.
• Skilled in conducting discovery sessions to uncover client needs and translate them into value-driven solutions.
• Ability to work effectively with cross-functional teams.
• Excellent verbal and written English communication.

Nice to have

• Proficiency in additional languages.

Skills & tools

• Planhat
• Salesforce
• Gong
• API knowledge
• CRM integrations

Practical notes

• Visa sponsorship is not available for this role.
• Employees may be eligible for company stock purchases or annual bonuses.
• Comprehensive benefits package includes medical, dental, vision, disability, life insurance, FSA, and 401k plans.
• Paid time off includes 13.34+ hours per month, 6 self-care days, a birthday PTO day, and 10 company-paid holidays annually.
• PandaDoc is an Equal Opportunity Employer.