Customer Success Manager, Pooled

As a Customer Success Manager at PandaDoc, you’ll play a key role in driving success and growth for a diverse range of clients by delivering high-impact service in a scalable, pooled support model. At the heart of your work will be the opportunity to engage with customers, thoughtfully guiding them through onboarding and workflow consultations, and empowering them to fully unlock the value of their investment in PandaDoc.

In this role, you will:

• Provide responsive and strategic support to help customers onboard smoothly and adopt PandaDoc’s powerful tools including but not limited to an overall understanding of API’s and CRM integrations.
• Be measured by your ability to deliver high-quality, scalable service while contributing to the overall health, retention, and growth of the accounts you touch.
• Lead personalised onboarding sessions, including launch plan meetings, training, and integration setup, ensuring customers hit the ground running.
• Proactively drive product adoption through tailored consultations, product updates, and hands-on training, empowering customers to leverage the full potential of our platform.
• Act as a key player in customer education by promoting self-serve resources such as our help center, public training sessions, and webinars.
• Partner closely with Account Management, sharing critical insights that shape renewal strategies, uncover upsell opportunities, and inform customer expansion plans.
• Leverage data from platforms like Catalyst, Salesforce, and Gong to track customer engagement, identifying and taking action on accounts in need of additional support.

Why This Role is Exciting:

Joining PandaDoc means being part of an innovative company that is changing how businesses handle their document workflows. You’ll have the opportunity to make a measurable impact by helping clients unlock productivity gains, streamline processes, and achieve their business goals. As part of the Customer Success team, you’ll be at the forefront of client satisfaction, directly contributing to PandaDoc’s continued growth and success. If you thrive in an ever-evolving environment and love the challenge of making customers successful, this is the role for you!

About you:

• Experienced: You have 2-3 years of SaaS customer success experience, handling high volumes of customer interactions in a fast-paced environment.
• Organized: You excel at managing multiple priorities, shifting workloads, and delivering high-quality service in a pooled resource model.
• Growth Mindset: You are open to feedback, adaptable to new challenges, and eager for personal and professional development.
• Agile: You are resourceful and can quickly adapt to changing environments while maintaining customer satisfaction and delivering results.
• Customer-Focused: With strong communication and empathy, you build trust and ensure customer needs are met, fostering strong relationships.
• Solution-Oriented: A natural problem solver, you are self-motivated to identify root causes and deliver effective solutions for complex issues.
• Collaborative: You work well with cross-functional teams, sharing insights to drive customer retention and growth.
• Fun & Supportive: You enjoy lifting others up, creating a positive, collaborative environment where your team and customers can thrive.
• Strong Communicator: You have excellent verbal and written communication skills, with a clear command of English.
• Bonus points for those that speak business level French, Spanish, or German.
• Additional Requirement: Located in EMEA, preferably in West (UTC +1) or CEST (UTC +2) to help with timezone coverage.

Company Overview:

PandaDoc empowers more than 60,000 growing organizations to thrive by taking the work out of document workflow. PandaDoc provides an all-in-one document workflow automation platform that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more. For more information, please visit .

Company Culture:

We’re known for our work-life balance, kind co-workers, and virtual team bonding events. Although our Pandas are located remotely across the globe, we stay connected with the help of technology and ensure that everyone on our team feels, well, like a team.

Pandas work best when they’re happy. We retain our talent by upholding our values of integrity and transparency, and selling a product that changes the lives of our customers.

• An honest, open culture that emphasizes feedback and promotes professional and personal development.
• An opportunity to work from anywhere — our team is distributed worldwide, from Lisbon to Manila, from Florida to California.
• And much more!

PandaDoc is an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.

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