Overview

Scale CSMs work with customers in 1:1 interactions and also by designing and running 1:many programs to target specific customer groups with automated digital touches. As part of the Scale team, Scale CSMs manage a higher volume of customers using a team-based approach and leveraging data-driven programs to support customers with the right resources at the right time in their journey.

This is a great opportunity to gain experience in a fast-paced Raleigh software startup that provides tools that accelerate growth among other Product Teams and Customer Success Teams around the world.

Responsibilities (what you’ll do):

  • Understand and empathize with the entire customer experience, putting customers’ needs first
  • Develop a deep understanding of Pendo’s platform to help create best practices for customer success to be delivered widely or to specific customers
  • Engage 1:1 with customers as-needed at critical points in the customer journey to ensure adoption and successful usage of Pendo
  • Find new opportunities to implement 1:many programs that can efficiently and effectively drive customer outcomes at scale
  • Test program ideas and track results based on common customer positive business outcomes
  • Identify trends for common customer challenges and actively suggest ways to address them
  • Coach customers to be product experts by employing best practices in Pendo, and effectively diagnosing customer issues
  • Partner cross-functionally to turn customer successes into expansion opportunities
  • Actively monitor and measure your impact towards growing customer health, product adoption, and revenue

Qualifications (what you have):

  • You have a minimum of 1-2 years of customer-facing account management, support, or project management experience for a modern software organization
  • You are extremely comfortable using and learning new software – spreadsheets, CRM, email marketing, automation, productivity and presentation software are all part of your tool-belt
  • You have an undergraduate degree
  • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
  • Experience with building, analyzing, and interpreting customer data to influence stakeholder decision making
  • Experience discovering key goals and steering customer stakeholders with success plans
  • Exceptional communication and presentation skills (both written and verbal)
  • Ability to interact with enterprise customer teams at various levels of technical and non-technical depth
  • Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support, Revenue Ops) to provide Voice of the Customer

Pink, Perks, and Such:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers — a simple way to understand and attack what truly drives product success.  Our mission is to improve society’s experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo’s future. Our culture is passionate, dynamic, and fun.

Benefits:

  • Company Equity
  • Pendo covers 100% of monthly premium for the HDHP (High Deductible) Medical plan for all employees and their families
  • Pendo covers 100% of monthly premium for dental and vision coverage for all employees and their families
  • Open vacation policy
  • Free weekly lunches and fully stocked kitchen with drinks, goodies and balanced snacks
  • Frequent company and team-building events
  • Free parking or monthly stipend for other modes of transportation (biking, walking, do you skate?)