Pendo is hiring a

Scale Customer Success Manager

Raleigh, United States

As part of the Pendo Success team, our Customer Success Managers help our customers achieve their Positive Business Outcomes through use of the Pendo platform. Over time, CSMs grow into trusted advisors to our customers and product experts in Pendo’s technology to help define our overall customer experience.

We are looking for a Scale CSM to work with our largest growing customer segment. In this role, you will work with customers in 1:1 engagements or by running many digital programs to target customer groups. As part of the scale team, you will manage a higher volume of customers (300+) using a team-based approach and leveraging data-driven programs to support customers with timely and relevant resources throughout their journey. This is a great opportunity to gain experience in a fast-paced software startup that provides tools to accelerate growth among Product Teams and Customer Success Teams around the world.

Role Responsibilities

  • Share Best Practices: Engage 1:1 with our customers to help them accomplish their goals of improving onboarding, software adoption, team productivity, & put them in a position to be more product-led through their use of Pendo.
  • Partner with cross-functional teams: Work closely with teams like account management and professional services to identify expansion opportunities, remediate potential risk escalations, and ultimately ensure customer retention.
  • Voice of Customer: Share customer feedback and bring the voice of our customers to our product team to ensure Pendo’s roadmap is built with the customer in mind.
  • Developing the digital customer journey: Work with our customer programs team and provide feedback to help create customer success best practices to be delivered through 1:many programs.

Minimum Qualifications

  • A minimum of 1-2 years of customer-facing experience at a software organization in roles like account management, customer success, support, or project management.
  • Comfortable using and learning new software such as excel, CRM platforms, email marketing, support systems, automation, and presentation software.
  • Undergraduate degree preferred

Preferred Qualifications 

  • Proven ability to manage multiple customer threads simultaneously while maintaining strict attention to detail
  • Experience with analyzing and interpreting customer data to influence stakeholder decision making
  • Demonstrated ability to discover key goals and steer customer stakeholders with success plans
  • Exceptional communication and presentation skills (both written and verbal)Built or contributed to customer success playbooks or processes

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success.  Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.


We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.


Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: [email protected] All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.



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