Principal Customer Success Manager, Pendo

• 7+ years of customer success, account management, consulting, or software sales experience
• Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders while navigating tough conversations
• Experience leading and organizing Business Reviews and coordinating meaningful engagements and on-sites with executive stakeholders
• Bachelor's degree or equivalent work experience

Desirable

• As part of the Pendo Success team, the Principal CSM will partner with customers to ensure they're receiving the support and tools needed to achieve their goals and derive business value
• CSMs have an in-depth understanding of the customer's needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty
• At Pendo, Customer Success Managers are considered trusted advisors to our customers and product experts in Pendo’s technology
• This role will be responsible for supporting enterprise organizations and developing/executing enterprise-level account engagement and success strategies that result in customer health (retention, expansion, advocacy)
• Our Principal CSM will be facilitating and/or managing complex projects that often involve collaborating with employees in different functions
• Develop a deep understanding of Pendo’s technology to help create customer success best practices (e.g. helping to inform standardized processes, creating presentations, reports, etc.)
• Maintain ownership of a portfolio of customers, developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption, retention and mitigating risk of Pendo across their organization
• Establish and maintain relationships within multiple levels of the organization, including Executive Sponsors, Economic Buyers and influencers
• Conduct quarterly portfolio planning and internal account reviews to establish a clear view at least two quarters ahead of customer risks and opportunities
• Co-create Success Plans with your customers and deliver effective Business Reviews to develop a deep understanding of your customers’ business, their primary business outcomes, and tangible metrics for success
• Be accountable for enabling customers to achieve their desired outcomes, setting them up for success during critical moments of truth in the journey, as evidence over time through product adoption
• Be an advocate and voice for our customers internally and partner with cross-functional teams to facilitate successful implementation, adoption, expansion, and renewals
• Provide internal operational support as needed - including creating or updating customer, reconciling invoicing on behalf of finance, and optimizing playbooks