Customer Success Manager - Mid-Market / Enterprise

PandaDoc

4h • Remote

About The Position

As a Customer Success Manager at PandaDoc, you'll play a key role in driving growth and success across a book of business. This portfolio includes customers with complex, technical workflows, where a strategic and consultative approach is essential to maximize value. You’ll work closely with Account Managers, Implementation Engineers, Technical Account Managers, and the Product team to ensure your customers are fully supported and empowered to succeed with PandaDoc. At the heart of your work is building strong, strategic relationships—deeply understanding each customer’s business goals and aligning them with PandaDoc’s capabilities to deliver meaningful outcomes.

Requirements

• 3–5 years of experience in Customer Success or Account Management within a SaaS environment
• Ideally 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
• Confident communicator, skilled at engaging with C-level stakeholders and navigating complex organizational structures
• Can clearly and effectively communicate value across multiple channels and functions, ensuring alignment at all levels of your customer's organization
• Understand the importance of building deep, trusted partnerships
• Empathetic, a strong listener, and take a consultative approach to customer relationships—ensuring you meet both tactical needs and long-term strategic goals
• Highly organized and excel at managing competing priorities
• Deliver high-quality service with precision, even in fast-paced, dynamic environments
• Thrive on solving complex challenges
• Think big-picture, anticipate customer needs, and proactively identify opportunities to deliver value
• Know how to align our platform’s capabilities with the customer’s business goals
• Self-motivated, coachable, and always looking for ways to grow
• Take full ownership of your work and consistently follow through on commitments
• Adapt quickly to change and love working cross-functionally to ensure the best outcomes for your customers
• Bring energy to the team and foster a collaborative, supportive environment where others can succeed
• Comfortably learns, experiments with, and drives adoption of new AI features as part of an evolving CS tech stack

Responsibilities

• Maintain strong business relationships and regular, strategic touchpoints with your book of business
• Guide customers through onboarding and adoption with a consultative lens, often including paid services and workflow design
• Own premium onboarding cases by assisting customers in the template and workflow set up, leading training sessions and drive value within their first 90 days of PandaDoc
• Drive product adoption and usage through proactive engagement and tailored Success Plans, focusing on long-term customer outcomes
• Identify and mitigate risk by uncovering usage blockers and developing customer-centric solutions to reduce churn and contraction
• Analyze account metrics (e.g., license usage, document activity, engagement trends) to create success benchmarks and guide business reviews
• Own customer escalations when they arise—working cross-functionally to drive swift resolution—while proactively addressing early signals to prevent issues from escalating
• Partner closely with Account Managers to align on renewal strategy, inform upsell paths, and support expansion opportunities
• Collaborate with Solutions Engineers and Technical Account Managers to address complex workflow requirements and technical use cases
• Proactively engage with the Product and Support teams to advocate for customer feedback and ensure it’s routed through the right channels
• Monitor tools like Planhat, Salesforce, Claude and Gong to surface actionable insights and provide targeted outreach to accounts needing additional support
• Serve as a thought partner to both your customers and teammates—sharing insights, elevating questions, and championing collaboration across teams
• Leverages AI-powered tools to analyze customer usage data, forecast risks, and identify revenue expansion opportunities
• Quickly synthesizes call insights, product adoption patterns, and stakeholder sentiment using AI assistants to stay proactive
• Partners with the team and Operations to improve AI workflows and continuously refine customer playbooks

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
• Employees will also receive 13.34+ hours of paid time off per month, 6 self care days, birthday PTO day, and 10 company paid holidays off per year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed