VS
Venn StrategiesDirector, Customer Success
Director of Customer Success at Venn leading strategy in customer success function. Building processes and driving measurable impact across retention, expansion, and customer advocacy.
About the role
- Understand the entire customer experience, putting customers’ needs first and helping us evolve the customer journey as needed
- Develop a deep understanding of Pendo’s technology to help create customer success best practices
- Maintain ownership of a portfolio of customers, developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption, retention and mitigating risk of Pendo across their organization
- Establish and maintain relationships within multiple levels of the organization, including Executive Sponsors, Economic Buyers and influencers
- Conduct quarterly portfolio planning and internal account reviews to establish a clear view at least two quarters ahead of customer risks and opportunities
- Co-create Success Plans with your customers and deliver effective Business Reviews to develop a deep understanding of your customers’ business, their primary business outcomes, and tangible metrics for success
- Be accountable for enabling customers to achieve their desired outcomes, setting them up for success during critical moments of truth in the journey, as evidence over time through product adoption
- Be an advocate and voice for our customers internally and partner with cross-functional teams to facilitate successful implementation, adoption, expansion, and renewals
- Provide internal operational support as needed - including creating or updating customer, reconciling invoicing on behalf of finance, and optimizing playbooks
Requirements
- At least 2 years of customer success, account management, consulting, or software sales experience
- Customer-facing experience within a software company is required
- Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders
- Ability to travel up to once a month
- Experience having led and organized Business Reviews and coordinating meaningful engagements /onsites (preferred)
- Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail (preferred)
- Demonstrated ability to analyze data and business insights to influence stakeholder decision-making (preferred)
- Experience discovering key goals and steering customer stakeholders with Success Plans (preferred)
- Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams (preferred)
- Bachelor’s degree or equivalent practical experience preferred
Benefits
- Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.
- The expected salary range for this role to be performed in the United States is $95,000 base + 20% variable.
- Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities ([email protected]).
Job title
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