Customer Success Manager - US (pooled)

PandaDoc is an innovative company that empowers organizations through document workflow automation. As a Customer Success Manager, you will engage with clients to ensure they successfully onboard and utilize PandaDoc's tools, driving product adoption and customer satisfaction.

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 personalised 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
• Lead strategic business conversations with customers to connect PandaDoc's capabilities to their core workflows and goals, clearly 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

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 can quickly adapt to changing environments while maintaining customer satisfaction and delivering results
• Strong communication and empathy, you build trust and ensure customer needs are met, fostering strong relationships
• Proactively leverage AI tools to synthesize customer data, automate routine tasks, and refine your communication
• A natural problem solver, you are self-motivated to identify root causes and deliver effective solutions for complex issues
• Conduct deep-dive discovery during customer interactions to identify untapped business needs, translating those needs into value-based solutions and CSQLs that generate pipeline
• Work well with cross-functional teams, sharing insights to drive customer retention and growth
• Enjoy lifting others up, creating a positive, collaborative environment where your team and customers can thrive
• 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