Customer Experience Operations Manager, Pendo
San Francisco is $96K - $120K; New York City is $88K - $110K
Digital adoption and product experience solutions
Open for applications
Digital adoption and product experience solutions
501-1000 employees
Open for applications
San Francisco is $96K - $120K; New York City is $88K - $110K
501-1000 employees
Company mission
To elevate the world's experiences with software.
Role
Who you are
- The ideal candidate will have a bias to act, be a problem solver, and be enthusiastic about the opportunity to partner cross-functionally to build programs that will support a high-growth, high-efficiency company. This person will report to the Head of CX Ops and sit within the Revenue organization
- 3+ years of experience in B2B SaaS Ops/Strategy/Growth roles and/or Management Consulting
- Strong knowledge of Customer Success and service processes and metrics
- Experience with Salesforce and business intelligence tools like Looker
- Exceptional analytical and problem-solving skills
- Excellent communication and presentation skills, including comfort with partnering closely with Executive Leadership
- Strong work ethic and self-starter, able to manage multiple projects and priorities and adapt to change within a dynamic, fast-paced environment
Desirable
- You have finance or consulting experience with a high-growth B2B SaaS company
- You are familiar with CS and PS tools like a PSA, CS system of record, and SFDC
What the job involves
- Pendo is seeking a Customer Experience Operations Manager (CX Ops Manager)
- This Customer Experience Operations Manager will tackle Pendo’s most challenging business problems. You will be asked to tackle unstructured problems and drive them to actionable business insights and outcomes.
- Develop and execute vision and strategies to drive customer value, retention, and growth
- Establish and operationalize scalable and repeatable processes across our post-sales customer journey
- Build measurement and tracking of key metrics and trends, and deliver data insights, reports, and dashboards critical to understanding performance and driving operational efficiency
- Enable Professional Services, Technical Account Managers, and Customer Success Managers to act on data by providing actionable insights into their customer portfolios
- Analyze key data and make data-driven decisions on how to improve business outcomes like time to value, customer value realization, renewal and upsell performance, and service utilization
- Implement and maintain systems and tools that support our CX functions
- Own territory and capacity planning alongside CX leadership, and lead performance improvement initiatives from end-to-end
- Communicate with senior leadership, providing regular updates on key metrics, strategic insights, and improvement recommendations
Our take
Developing a new software application is a complex process, often fraught with challenges such as bugs and user dissatisfaction, Without a standardized system for feedback, developers may struggle to identify and address issues effectively, relying solely on dissatisfied emails from customers.
Pendo offers a digital platform designed to analyze user experiences, gather bug reports, and engage with consumers to ensure customer retention. With a suite of tools including product journey analytics, surveys, and user feedback, Pendo empowers developers to enhance software usability and resolve issues efficiently.
Amidst a competitive software landscape, Pendo has demonstrated significant growth in 2022, boasting a 40% increase in customers paying over $100,000 annually and securing 17 new Fortune 500 clients. Despite navigating global economic uncertainty with a renewed focus on fiscal efficiency, Pendo remains steadfast in its goal of achieving an IPO in 2024.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
-19% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2021
$110m
GROWTH EQUITY VC
Jul 2021
$150m
SERIES F
Total funding: $468.3m
Company benefits
- Happier workdays: Add a little fun to your work day with Pendo board game night, team karaoke, ping pong, weekly catered lunch, or a local brew on our rooftop deck
- Health and wellness benefits: Generous health and wellness plans designed to meet the needs of you and your family, including medical, dental, vision, and mental health benefits
- Paid parental leave: Up to 16 weeks of paid parental leave, and a flexible schedule upon your return to help you make the most of those special moments
- Learning and development: In-house management development classes, guest speaker lunch and learns, and select conferences help keep talent sharp
- Flexible work hours and PTO: Enjoy the benefits of a flexible time off policy, flexible work hours, and paid parental leave
- Global offices: Work across the globe in the cities that we love: Raleigh, San Francisco, New York, Herzliya, Tokyo, Sydney, London, and Sheffield
Company values
- Respect our lives outside of work: We bring our whole selves to work and celebrate what makes each other unique
- Be direct and transparent: As individuals we are timely, candid, and respectful in providing feedback—even when it’s hard to do so
- Maniacal focus on the customer: If there’s an opportunity to improve the customer experience, we do it
- Bias to act: We take initiative to get things done, collaborate, and go above and beyond the call of duty
- Show me the data: No matter what the decision, data should be the primary input for decision making
- Act like owners:We use good judgement in our actions and decisions, and implicitly have the trust from our colleagues to be able to do so
- Win together: We succeed together and challenge each other to grow. We collaborate and support one another as a team
Company HQ
Downtown, Raleigh, NC
Articles
Leadership
Todd Olson
(CEO)Todd studied at Carnegie Mellon before spending 7 years as an MBNA Developer and co-founding Cerebellum. After 5 years, they served as VP of Product Development at TogetherSoft and worked at Borland and 6th Sense Software. They left their role of 4 years at Rally Software Development to found Pendo.io in January 2014.
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