Customer Success Manager - Mid-Market / Enterprise

1 hour, 3 minutes ago
Full-time
Mid Level
Customer and Technical Support
PandaDoc

PandaDoc

PandaDoc offers an all-in-one document automation platform that enables sales professionals to create, approve, track, and electronically sign proposals and quotes more efficiently, significantly reducing the time spent on business document workflows.

Internet Software & Services
251-1K
Founded 2013
$51M raised

Description

  • Manage strategic relationships and regular touchpoints across a portfolio of customers.
  • Guide onboarding, adoption, workflow design, and premium implementation services.
  • Set up templates and workflows, lead training, and drive value during customers’ first 90 days.
  • Create tailored Success Plans to increase product adoption and support long-term outcomes.
  • Identify usage blockers and mitigate churn or contraction risks.
  • Analyze account metrics, including license usage, document activity, and engagement trends, to guide success benchmarks and business reviews.
  • Own customer escalations and coordinate cross-functional resolutions.
  • Partner with Account Managers on renewals, upsell paths, and expansion opportunities.
  • Collaborate with Solutions Engineers, Technical Account Managers, Product, and Support on technical use cases and customer feedback.
  • Use Planhat, Salesforce, Claude, Gong, and AI tools to analyze usage, forecast risks, identify expansion opportunities, and improve customer playbooks.

Requirements

  • 3–5 years of Customer Success or Account Management experience in a SaaS environment.
  • Experience supporting mid-market, upmarket, or enterprise customers.
  • Proven ability to drive product adoption, retention, and long-term customer value.
  • Experience engaging C-level stakeholders and navigating complex organizational structures.
  • Strong consultative relationship-building, communication, listening, and presentation skills.
  • Strategic thinker and problem solver capable of aligning platform capabilities with business goals.
  • Highly organized, detail-oriented, accountable, and able to manage competing priorities.
  • Adaptable and collaborative with experience working cross-functionally.
  • Comfort learning, experimenting with, and adopting AI features in a customer success technology stack.

Benefits

  • Annual OTE of up to $95,000, including base salary and bonus.
  • Potential company stock purchase opportunities or annual bonuses.
  • Medical, dental, vision, disability, life insurance, FSA, and 401(k) plans for employees and families.
  • 13.34+ hours of paid time off per month, six self-care days, birthday PTO, and 10 company-paid holidays annually.
  • Remote global work environment with work-life balance and virtual team bonding events.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Director, Customer Success

Total Expert 251-1K Diversified Financial Services

Total Expert is seeking a Director of Customer Success to lead its CSM organization, execute a scalable retention operating model, and drive measurable customer value, renewals, and expansion across its financial-services SaaS customer base.

Domo Looker Tableau
3 minutes ago

Customer Success Manager

Recast Software 51-250 Internet Software & Services

Recast Software is seeking a Customer Success Manager in Minneapolis or remotely to manage customer relationships, improve adoption and retention, and scale successful customer experiences for its endpoint-management platform.

CRM Cybersecurity Salesforce
3 minutes ago

Customer Success Manager

Recast Software 51-250 Internet Software & Services

Recast Software is seeking a Customer Success Manager to manage customer relationships for its endpoint management platform and drive adoption, retention, renewals, and scalable customer success across its growing global customer base.

CRM Salesforce
3 minutes ago

Customer Success Manager EMEA

Remote People 1-10 Professional Services

Remote People is hiring a Customer Success Manager to support 50–60 EMEA customers using its global employment platform, with responsibility for retention, relationship management, and account growth.

CRM
1 hour, 3 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers