Customer Success Manager – Mid-Market / Enterprise

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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PandaDoc

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

☁️ SaaS

🤝 B2B

⚡ Productivity

💰 Series C on 2021-09

SaaS • B2B • Productivity

PandaDoc is a comprehensive document management solution that helps businesses streamline their document workflows. It offers a range of features including custom agreement generation, eSignatures, CPQ (configure, price, quote) capabilities, and real-time collaboration tools. PandaDoc is designed for ease of use, enabling teams to automate document creation and management processes, thus improving efficiency and reducing errors. The platform integrates with popular CRM systems, payment gateways, and other tools to facilitate seamless business operations. Focused on security and compliance, PandaDoc supports legal and secure electronic transactions, making it ideal for businesses looking to optimize their agreement management processes.

📋 Description

• Maintain strong business relationships and regular strategic touchpoints with the book of business • Guide customers through onboarding and adoption, including paid services and workflow design • Own premium onboarding cases by assisting with template and workflow setup, leading training sessions, and driving value during customers’ first 90 days • Drive product adoption and usage through proactive engagement and tailored Success Plans • Identify and mitigate risk by uncovering usage blockers and developing customer-centric solutions to reduce churn and contraction • Analyze account metrics such as license usage, document activity, and engagement trends to create success benchmarks and guide business reviews • Own customer escalations and work cross-functionally to drive swift resolution • Partner with Account Managers on renewal strategy, upsell paths, and expansion opportunities • Collaborate with Solutions Engineers and Technical Account Managers on complex workflow requirements and technical use cases • Engage with Product and Support teams to advocate for customer feedback and route it through the right channels • Monitor Planhat, Salesforce, Claude, and Gong to surface actionable insights and provide targeted outreach • Serve as a thought partner to customers and teammates, sharing insights and championing collaboration • Leverage AI-powered tools to analyze customer usage data, forecast risks, and identify revenue expansion opportunities • Synthesize call insights, product adoption patterns, and stakeholder sentiment using AI assistants • Partner with the team and Operations to improve AI workflows and refine customer playbooks

🎯 Requirements

• 3–5 years of experience in Customer Success or Account Management within a SaaS environment • Ideally experience working with mid-market, upmarket or enterprise-level customers • Proven track record of driving adoption, retention, and long-term value through strategic relationships, especially at the executive level • Skilled at engaging with C-level stakeholders and navigating complex organizational structures • Ability to communicate value clearly and effectively across multiple channels and functions • Consultative approach to customer relationships • Highly organized and detail-oriented; able to manage competing priorities • Ability to solve complex challenges and align platform capabilities with customer business goals • Self-motivated, coachable, accountable, and able to follow through on commitments • Ability to adapt quickly and work cross-functionally • Comfortably learns, experiments with, and drives adoption of new AI features as part of an evolving CS tech stack • Experience with Planhat, Salesforce, Claude, and Gong

🏖️ 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 • 13.34+ hours of paid time off per month • 6 self care days • Birthday PTO day • 10 company paid holidays off per year