Customer Success Manager

Responsibilities

• Provide responsive and strategic support to help customers onboard smoothly and adopt PandaDoc’s tools, including an overall understanding of APIs and CRM integrations.
• Deliver high-quality, scalable service while contributing to the overall health, retention, and growth of accounts.
• Lead personalised onboarding sessions, including launch plan meetings, training, and integration setup.
• Proactively drive product adoption through tailored consultations, product updates, and hands-on training.
• Act as a key player in customer education by promoting self-serve resources such as the help center, public training sessions, and webinars.
• Lead strategic business conversations with customers to connect PandaDoc's capabilities to their core workflows and goals, demonstrating measurable value and ROI.
• Partner closely with Account Management, sharing critical insights that shape renewal strategies, uncover upsell opportunities, and inform customer expansion plans.
• Leverage data from platforms like Planhat, Salesforce, and Gong to track customer engagement, identifying and taking action on accounts in need of additional support.
• Conduct deep-dive discovery during customer interactions to identify untapped business needs, translating those needs into value-based solutions and CSQLs that generate pipeline.

Requirements

• 2-3 years of SaaS customer success experience, handling high volumes of customer interactions in a fast-paced environment.
• Excel at managing multiple priorities, shifting workloads, and delivering high-quality service in a pooled resource model.
• Open to feedback, adaptable to new challenges, and eager for personal and professional development.
• Resourceful and able to quickly adapt to changing environments while maintaining customer satisfaction and delivering results.
• Strong communication and empathy to build trust and ensure customer needs are met.
• Proactively leverage AI tools to synthesize customer data, automate routine tasks, and refine communication to elevate the quality of strategic insights and workflow consultations.
• Natural problem solver, self-motivated to identify root causes and deliver effective solutions for complex issues.
• Work well with cross-functional teams, sharing insights to drive customer retention and growth.
• Excellent verbal and written communication skills, with a clear command of English.

Nice-to-Haves

• Additional language proficiency (given global customer base).
• Experience with platforms like Planhat, Salesforce, and Gong.
• Understanding of APIs and CRM integrations.

Compensation

• Annual OTE up to $95,000 (base + bonus combined).
• Employees may purchase company stock or receive annual bonuses.
• Medical, dental, vision, short & long term disability, life insurance, FSA, and 401k plans.
• 13.34+ hours of paid time off per month, 6 self care days, birthday PTO day, and 10 company paid holidays per year.