Customer Success Manager, Named (Enterprise)

As a Customer Success Manager, Named at Pendo, your primary responsibilities include understanding customer needs, developing relationships with stakeholders, leading quarterly reviews, and co-creating Success Plans. Your goal is to ensure customers derive maximum business value from Pendo's technology, while driving adoption, retention, and advocacy.

To qualify for the Customer Success Manager, Named role at Pendo, candidates should have 6+ years of customer success, account management, consulting, or software sales experience. A background in software companies and a bachelor's degree or equivalent experience are preferred, along with proven project management skills and the ability to work with diverse teams.

At Pendo, success for a Customer Success Manager, Named is defined by the ability to foster strong customer relationships, facilitate product adoption, and leverage data insights to inform decision-making. By ensuring customers achieve desired outcomes through Pendo's technology, you will contribute to overall customer satisfaction and loyalty.

Pendo utilizes a proactive engagement model for the Customer Success Manager role, focusing on conducting regular business reviews, planning quarterly strategies, and addressing customer risks early. The aim is to provide tailored support that drives customer engagement, satisfaction, and value realization throughout their journey.

Pendo is committed to employee growth and provides numerous opportunities for Customer Success Managers to enhance their skills, including mentorship programs, training sessions, and exposure to innovative technologies. Working at Pendo allows you to shape your career through meaningful contributions in a supportive environment.

When addressing your experience with customer success, be specific about previous roles, the size and nature of the customer base, and notable achievements. Mention how you prioritized customer needs, navigated complex projects, and contributed to retention and advocacy.

To answer this question, outline your strategies for identifying key stakeholders, understanding their needs, and developing tailored engagement plans. Highlight your communication skills and ability to connect with both technical and non-technical audiences.

Choose a project where your initiative led to significant positive outcomes. Focus on your role in the project, how it addressed specific customer pain points, and the metrics you used to measure its success in enhancing customer satisfaction.

Discuss proactive engagement methods, such as regular check-ins, success planning, and data analysis to understand trends and risks. Illustrate your ability to demonstrate product value continuously and adapt to changing customer needs.

Mention the specific KPIs you focus on, such as Net Promoter Score (NPS), product adoption rates, and renewal rates. Emphasize the importance of ongoing analysis and how you use data to adapt strategies accordingly.

Share your commitment to continuous learning through industry articles, webinars, and networking with professionals. Explain how staying current allows you to bring fresh insights into your customer interactions.

Provide a specific instance where you listened to a customer’s concern, took steps to resolve it, and followed up for feedback. Emphasize your problem-solving skills and the importance of maintaining open communication.

Discuss relevant CRM tools and analytics platforms you have experience with, explaining how each has improved customer engagement, tracking, and data analysis in your previous roles.

Highlight your communication strategies, collaborative tools, and how you ensure alignment between customer needs and team objectives. Discuss any successful cross-functional projects you've led.

Reflect on the satisfaction of helping customers achieve their goals, the relationships you build, and the opportunity to influence product improvements based on customer feedback. It’s about creating a positive impact on customer experiences.