Director, Customer Success

CX Remote (USA)

Reporting to our VP of Customer Experience, the Director of Customer Success is responsible for organizing, optimizing, and enhancing the customer post-sale experience. Your team’s objectives are to drive adoption, customer health, and improve Net Dollar Retention by aligning PandaDoc’s offerings to our customer’s business needs. You will improve processes, ensure customers adopt and love PandaDoc, and be a leader for an important team in our customer centric environment. We are looking for someone who is collaborative, customer centric, and great at improving operations. Our customer success team is the front line for PandaDoc’s best customers so this is an important role.

In this role, you will:

Set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and assisting in growth through renewals and expansion
Get customers to quick value by enhancing and improving the onboarding experience
Develop scalable programs across onboarding and adoption in partnership with Marketing and Product to get SMB customers to value
Develop a strong operating rhythm with CX Ops for measuring and improving the business
Be a key advocate for the customer with product and other R&D teams to improve the product
Attract and retain top talent at both the IC and manager level
Inspire, mentor, grow, and motivate a talented team of CSMs
Create a healthy culture of fun, learning, and development
Partner closely with account management to drive net dollar retention improvements
You will serve as a point of escalation for team members and customers

About you:

8+ years of experience as a Customer Success leader in a SaaS company
Past history of managing managers and ICs
Experience leading geographically dispersed teams in a fast paced environment
Experience building a scaled operating model while continuing to provide excellent customer experience for top tier customers
Past history of success of driving operational rigor and consistency
Demonstrable experience improving processes and automating manual tasks
A track record of improving customer adoption through scaled programs
History of improving customer experience and getting customers to value
Experience supporting an SMB customer base through scaled motions as well as mid-market and Enterprise customer base of mid/high touch service
Experience owning onboarding, adoption, and customer value
Experience with Salesforce and Catalyst or similar CSP

Company Overview:

PandaDoc empowers more than 55,000 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 https://www.pandadoc.com.

Company Culture:

We're known for our work-life balance, kind co-workers, & creative virtual team-bonding events. And although our Pandas are located 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 & transparency, and selling a product that changes the lives of our customers.

Check out our LinkedIn to learn more.

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

The annual OTE is up to $250,000 (base + bonus combined).

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.

EXTERNAL RECRUITERS

Approval Requirement

The use of external recruiters/staffing agencies requires prior approval from our HR Team. The HR Team at PandaDoc requests that external recruiters/staffing agencies not to contact PandaDoc employees directly in an attempt to present candidates. Complying with this request will be a factor in determining future professional relationships with PandaDoc.

Application deadline: 7/3/24