Customer Success Manager - US (pooled)

PandaDoc

5d•Remote

About The Position

As a Customer Success Manager at PandaDoc, you'll play a key role in driving success and growth for a diverse range of clients by delivering high-impact service in a scalable, pooled support model. At the heart of your work will be the opportunity to engage with customers, thoughtfully guiding them through onboarding and workflow consultations, and empowering them to fully unlock the value of their investment in PandaDoc. In this role, you will: Provide responsive and strategic support to help customers onboard smoothly and adopt PandaDoc’s powerful tools including but not limited to an overall understanding of API’s and CRM integrations Be measured by your ability to deliver high-quality, scalable service while contributing to the overall health, retention, and growth of the accounts you touch Lead personalized onboarding sessions, including launch plan meetings, training, and integration setup, ensuring customers hit the ground running Proactively drive product adoption through tailored consultations, product updates, and hands-on training, empowering customers to leverage the full potential of our platform. Act as a key player in customer education by promoting self-serve resources such as our help center, public training sessions, and webinars 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 Catalyst, Salesforce, and Gong to track customer engagement, identifying and taking action on accounts in need of additional support Why This Role is Exciting: Joining PandaDoc means being part of an innovative company that is changing how businesses handle their document workflows. You’ll have the opportunity to make a measurable impact by helping clients unlock productivity gains, streamline processes, and achieve their business goals. As part of the Customer Success team, you’ll be at the forefront of client satisfaction, directly contributing to PandaDoc's continued growth and success. If you thrive in an ever-evolving environment and love the challenge of making customers successful, this is the role for you! About You: Experienced: You have 2-3 years of SaaS customer success experience, handling high volumes of customer interactions in a fast-paced environment. Organized: You excel at managing multiple priorities, shifting workloads, and delivering high-quality service in a pooled resource model. Growth Mindset: You are open to feedback, adaptable to new challenges, and eager for personal and professional development. Agile: You are resourceful and can quickly adapt to changing environments while maintaining customer satisfaction and delivering results. Customer-Focused: With strong communication and empathy, you build trust and ensure customer needs are met, fostering strong relationships. AI-Forward: You proactively leverage AI tools to synthesize customer data, automate routine tasks, and refine your communication. You don't just use AI for speed; you use it to elevate the quality of your strategic insights and workflow consultations. Solution-Oriented: A natural problem solver, you are self-motivated to identify root causes and deliver effective solutions for complex issues. Master Discovery & Lead Gen: Conduct deep-dive discovery during customer interactions to identify untapped business needs, translating those needs into value-based solutions and CSQLs that generate pipeline. Collaborative: You work well with cross-functional teams, sharing insights to drive customer retention and growth. Fun & Supportive: You enjoy lifting others up, creating a positive, collaborative environment where your team and customers can thrive. Strong Communicator: You have excellent verbal and written communication skills, with a clear command of English. Additional language proficiency is not required for this role; however, it is highly preferred given our global customer base. 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.

Requirements

Experienced: You have 2-3 years of SaaS customer success experience, handling high volumes of customer interactions in a fast-paced environment.
Organized: You excel at managing multiple priorities, shifting workloads, and delivering high-quality service in a pooled resource model.
Growth Mindset: You are open to feedback, adaptable to new challenges, and eager for personal and professional development.
Agile: You are resourceful and can quickly adapt to changing environments while maintaining customer satisfaction and delivering results.
Customer-Focused: With strong communication and empathy, you build trust and ensure customer needs are met, fostering strong relationships.
AI-Forward: You proactively leverage AI tools to synthesize customer data, automate routine tasks, and refine your communication. You don't just use AI for speed; you use it to elevate the quality of your strategic insights and workflow consultations.
Solution-Oriented: A natural problem solver, you are self-motivated to identify root causes and deliver effective solutions for complex issues.
Master Discovery & Lead Gen: Conduct deep-dive discovery during customer interactions to identify untapped business needs, translating those needs into value-based solutions and CSQLs that generate pipeline.
Collaborative: You work well with cross-functional teams, sharing insights to drive customer retention and growth.
Fun & Supportive: You enjoy lifting others up, creating a positive, collaborative environment where your team and customers can thrive.
Strong Communicator: You have excellent verbal and written communication skills, with a clear command of English.
Additional language proficiency is not required for this role; however, it is highly preferred given our global customer base.

Responsibilities

Provide responsive and strategic support to help customers onboard smoothly and adopt PandaDoc’s powerful tools including but not limited to an overall understanding of API’s and CRM integrations
Be measured by your ability to deliver high-quality, scalable service while contributing to the overall health, retention, and growth of the accounts you touch
Lead personalized onboarding sessions, including launch plan meetings, training, and integration setup, ensuring customers hit the ground running
Proactively drive product adoption through tailored consultations, product updates, and hands-on training, empowering customers to leverage the full potential of our platform.
Act as a key player in customer education by promoting self-serve resources such as our help center, public training sessions, and webinars
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 Catalyst, Salesforce, and Gong to track customer engagement, identifying and taking action on accounts in need of additional support

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 $95,000 OTE (base + bonus combined).

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