Customer Experience Operations Manager, Pendo
San Francisco is $96K - $120K; New York City is $88K - $110K
Digital adoption and product experience solutions
Be an early applicant
Digital adoption and product experience solutions
501-1000 employees
Be an early applicant
San Francisco is $96K - $120K; New York City is $88K - $110K
501-1000 employees
Company mission
To elevate the world's experiences with software.
Role
Who you are
- The ideal candidate will have a bias to act, be a problem solver, and be enthusiastic about the opportunity to partner cross-functionally to build programs that will support a high-growth, high-efficiency company. This person will report to the Head of CX Ops and sit within the Revenue organization
- 3+ years of experience in B2B SaaS Ops/Strategy/Growth roles and/or Management Consulting
- Strong knowledge of Customer Success and service processes and metrics
- Experience with Salesforce and business intelligence tools like Looker
- Exceptional analytical and problem-solving skills
- Excellent communication and presentation skills, including comfort with partnering closely with Executive Leadership
- Strong work ethic and self-starter, able to manage multiple projects and priorities and adapt to change within a dynamic, fast-paced environment
Desirable
- You have finance or consulting experience with a high-growth B2B SaaS company
- You are familiar with CS and PS tools like a PSA, CS system of record, and SFDC
What the job involves
- Pendo is seeking a Customer Experience Operations Manager (CX Ops Manager)
- This Customer Experience Operations Manager will tackle Pendo’s most challenging business problems. You will be asked to tackle unstructured problems and drive them to actionable business insights and outcomes.
- Develop and execute vision and strategies to drive customer value, retention, and growth
- Establish and operationalize scalable and repeatable processes across our post-sales customer journey
- Build measurement and tracking of key metrics and trends, and deliver data insights, reports, and dashboards critical to understanding performance and driving operational efficiency
- Enable Professional Services, Technical Account Managers, and Customer Success Managers to act on data by providing actionable insights into their customer portfolios
- Analyze key data and make data-driven decisions on how to improve business outcomes like time to value, customer value realization, renewal and upsell performance, and service utilization
- Implement and maintain systems and tools that support our CX functions
- Own territory and capacity planning alongside CX leadership, and lead performance improvement initiatives from end-to-end
- Communicate with senior leadership, providing regular updates on key metrics, strategic insights, and improvement recommendations
Our take
Developing a new software application is a complex process, often fraught with challenges such as bugs and user dissatisfaction, Without a standardized system for feedback, developers may struggle to identify and address issues effectively, relying solely on dissatisfied emails from customers.
Pendo offers a digital platform designed to analyze user experiences, gather bug reports, and engage with consumers to ensure customer retention. With a suite of tools including product journey analytics, surveys, and user feedback, Pendo empowers developers to enhance software usability and resolve issues efficiently.
Amidst a competitive software landscape, Pendo has demonstrated significant growth in 2022, boasting a 40% increase in customers paying over $100,000 annually and securing 17 new Fortune 500 clients. Despite navigating global economic uncertainty with a renewed focus on fiscal efficiency, Pendo remains steadfast in its goal of achieving an IPO in 2024.
Freddie
Company Specialist
Insights
Few candidates hear
back within 2 weeks
-19% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2021
$110m
GROWTH EQUITY VC
Jul 2021
$150m
SERIES F
Total funding: $468.3m
Company benefits
- Happier workdays: Add a little fun to your work day with Pendo board game night, team karaoke, ping pong, weekly catered lunch, or a local brew on our rooftop deck
- Health and wellness benefits: Generous health and wellness plans designed to meet the needs of you and your family, including medical, dental, vision, and mental health benefits
- Paid parental leave: Up to 16 weeks of paid parental leave, and a flexible schedule upon your return to help you make the most of those special moments
- Learning and development: In-house management development classes, guest speaker lunch and learns, and select conferences help keep talent sharp
- Flexible work hours and PTO: Enjoy the benefits of a flexible time off policy, flexible work hours, and paid parental leave
- Global offices: Work across the globe in the cities that we love: Raleigh, San Francisco, New York, Herzliya, Tokyo, Sydney, London, and Sheffield
Company values
- Respect our lives outside of work: We bring our whole selves to work and celebrate what makes each other unique
- Be direct and transparent: As individuals we are timely, candid, and respectful in providing feedback—even when it’s hard to do so
- Maniacal focus on the customer: If there’s an opportunity to improve the customer experience, we do it
- Bias to act: We take initiative to get things done, collaborate, and go above and beyond the call of duty
- Show me the data: No matter what the decision, data should be the primary input for decision making
- Act like owners:We use good judgement in our actions and decisions, and implicitly have the trust from our colleagues to be able to do so
- Win together: We succeed together and challenge each other to grow. We collaborate and support one another as a team
Company HQ
Downtown, Raleigh, NC
Articles
Leadership
Todd Olson
(CEO)Todd studied at Carnegie Mellon before spending 7 years as an MBNA Developer and co-founding Cerebellum. After 5 years, they served as VP of Product Development at TogetherSoft and worked at Borland and 6th Sense Software. They left their role of 4 years at Rally Software Development to found Pendo.io in January 2014.
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