Customer Success Manager - Mid-Market / Enterprise
New
P
PandaDocSaaS
Remote (USA)Full-TimeMiddle
SalaryThe annual OTE is up $95,000 (base + bonus combined)
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Job Details
- Experience
- 3–5 years
- Required Skills
- Data AnalysisSalesforceCustomer SuccessSaaSAccount Management
Requirements
- 3–5 years of experience in Customer Success or Account Management within a SaaS environment
- Proven track record of driving adoption, retention, and long-term value at the executive level
- Ability to engage with C-level stakeholders and navigate complex organizational structures
- Strong consultative, communication, and listening skills
- High level of organization for managing competing priorities in a fast-paced environment
- Strategic thinking and complex problem-solving abilities
- Growth-oriented mindset and ability to take full ownership of work
- Adaptability and collaborative approach when working cross-functionally
- Willingness to learn, experiment with, and drive adoption of AI-powered tools
Responsibilities
- Maintain strong business relationships and regular, strategic touchpoints with your book of business
- Guide customers through onboarding and adoption with a consultative lens, including workflow design
- Own premium onboarding cases, leading training sessions to drive value within the first 90 days
- Drive product adoption and usage through proactive engagement and tailored Success Plans
- Identify and mitigate churn risk by uncovering usage blockers and developing customer-centric solutions
- Analyze account metrics to create success benchmarks and conduct business reviews
- Own customer escalations, working cross-functionally to drive resolution
- Partner with Account Managers to align on renewal strategy and expansion opportunities
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