Full-Time

Customer Experience Operations Manager

Posted on 11/21/2024

Pendo

Pendo

501-1,000 employees

Enhances product experience and digital adoption

Data & Analytics
Enterprise Software

Compensation Overview

$84k - $120kAnnually

Mid, Senior

San Francisco, CA, USA + 2 more

More locations: Raleigh, NC, USA | New York, NY, USA

Category
Business Research
Project Management
Strategy Development
Business & Strategy
Required Skills
Salesforce
Looker
Data Analysis
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
  • Bachelor's Degree or equivalent experience
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

Pendo enhances digital products by providing solutions for product experience and digital adoption. Its platform integrates with clients' existing software, offering tools for in-app messaging, user analytics, and feedback collection. This allows businesses to understand user behavior and improve their products based on data-driven insights. Pendo primarily serves software companies, tech startups, and enterprises in the SaaS sector, charging subscription fees for access to its services. Unlike competitors, Pendo focuses specifically on user engagement and experience, helping clients guide users through new features and updates. The goal is to help businesses meet user expectations and achieve growth in a competitive market.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$455.5M

Headquarters

Raleigh, North Carolina

Founded

2013

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

-3%
Simplify Jobs

Simplify's Take

What believers are saying

  • Pendo's acquisition of Zelta AI enhances its AI capabilities for customer feedback analysis.
  • Partnership with Google Cloud's Vertex AI boosts product discovery and user personalization.
  • Pendo's $200 million ARR and customer growth highlight its strong market position.

What critics are saying

  • Increased competition from AI-driven platforms could threaten Pendo's market share.
  • Rapid AI innovation may outpace Pendo's integration capabilities, risking competitive edge loss.
  • Integration risks from Zelta AI acquisition could disrupt Pendo's operations if mismanaged.

What makes Pendo unique

  • Pendo integrates seamlessly with existing products, enhancing user engagement and feedback collection.
  • The platform offers in-app messaging, user analytics, and feedback tools for product improvement.
  • Pendo's AI-driven insights provide a comprehensive view of user behavior and product performance.

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Benefits

Remote Work Options

Professional Development Budget

INACTIVE