Customer Success Manager

In this role, you will:

• Maintain strong business relationships and regular contact with your book of business
• Assist new and existing customers with onboarding activities, which may include paid services
• Drive adoption and usage of PandaDoc, increasing customer value, through ongoing engagement with customers and focused Success Plans
• Identify at-risk customers and help reduce churn and contraction by understanding where usage blockers are and coming up with solutions that work for the customer
• Proactively review key account metrics (such as license usage, documents sent, and other user activity) with clients and create goals for clients to hit AND create mutual plans for success
• Monitor tools and platforms for key data points that alert you to actions needed
• Onboard and train additional account users via demos and presentations, while also promoting the self-serve resources available
• Partner with Account Management on customer strategy, renewal activities, and uncover and inform them of expansion opportunities
• Partner with our Solution Engineers on more complex customer product needs
• Work with Customer Support, Sales, and Product to articulate and monitor customer requests and feedback through the appropriate channels
• Reactively address all customer inquiries that come in from your Book of Business and conduct needed follow-up actions
• Assist team members in answering questions or pointing them in the right direction

About you:

• 3-5 years experience as a Customer Success or Account Management role, with SaaS product(s), including proven ability to smoothly onboard new customers and manage relationships on an ongoing basis.
• You are highly organized and possess the ability to juggle multiple priorities
• You are a powerful communicator: Proficient in conveying ideas clearly and effectively through various channels to ensure smooth interactions with customers and internal teams.
• You can demonstrate critical thinking and analytical skills: Capable of evaluating situations objectively, identifying potential issues, and devising strategic solutions to meet customer needs and enhance their experience.
• You are an active listener: Skilled in attentively understanding customer concerns and feedback to provide personalized and effective support.
• You can think strategically: Able to develop long-term plans and approaches to address customer needs and drive mutual success.
• You work with accuracy and precision: Committed to delivering high-quality service with attention to detail and precision to meet customer expectations.
• You have a growth mindset: Demonstrates openness to learning and adapting to new challenges, continually seeking opportunities for personal and professional development.
• You are agile: Can quickly adapt to changing circumstances and navigate through dynamic environments to ensure customer satisfaction.
• You take accountability: Take ownership of tasks and commitments, ensuring that promises made to customers are fulfilled promptly and effectively.
• You demonstrate empathy: Shows genuine understanding and compassion towards customers' concerns, building trust and rapport to foster strong relationships.
• You are great at problem-solving: Proficient in analyzing complex issues, identifying root causes, and implementing practical solutions to resolve customer challenges.
• You take initiative: Proactive in taking the lead to address customer needs and explore innovative ways to enhance their experience and drive business growth.

Company Overview: 

PandaDoc empowers more than 60,000 growing organizations to thrive by taking the work out of document workflow. PandaDoc provides an all-in-one document workflow automation platform that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more.  For more information, please visit https://www.pandadoc.com.

Company Culture: 

We're known for our work-life balance, kind co-workers, & virtual team bonding events. Although our Pandas are located remotely across the globe, we stay connected with the help of technology and ensure that everyone on our team feels, well, like a team. 

Pandas work best when they're happy. We retain our talent by upholding our values of integrity & transparency, and selling a product that changes the lives of our customers. 

Check out our LinkedIn to learn more.

Benefits:

Employees may be able to purchase company stock (or receive annual bonuses)
Employees (and their families) may enroll in the company's medical, dental, vision, short & long term disability, life insurance, FSA and 401k plans. Employees will also receive 13.34+ hours of paid time off per month, 6 self care days, birthday PTO day, and 10 company paid holidays off per year

The annual OTE is up to $75,000-$95,000 (base + bonus combined).

PandaDoc is an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.