Customer Experience Operations Director

7 days ago


Raleigh, North Carolina, United States Pendo Full time
About Pendo

Pendo is a rapidly growing software company that aims to improve society's experience with software. Our mission is to provide innovative solutions that make a real impact.

Job Title: Customer Experience Operations ManagerJob Summary

We are seeking a highly skilled Customer Experience Operations Manager to join our team. As a key member of our Revenue organization, you will be responsible for developing and executing strategies to drive customer value, retention, and growth. You will work closely with our Services and Customer Success leaders to build and execute the strategy and operations of the CX organization.

Key Responsibilities
  • 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.
Requirements
  • 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.
Preferred Qualifications
  • 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.
Compensation

The expected USD salary range for this role is $96K - $120K in San Francisco, $88K - $110K in New York City, and $84K - $105K nationally. Individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.



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