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Full-Time

Customer Experience Operations Manager

Confirmed live in the last 24 hours

Pendo

Pendo

501-1,000 employees

Enhances digital products for user engagement

Data & Analytics
Enterprise Software

Compensation Overview

$84k - $120kAnnually

Mid

San Francisco, CA, USA + 2 more

Category
Project Management
Strategy Development
Business Development
Business & Strategy
Required Skills
Sales
Communications
Salesforce
Looker
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
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 provides solutions for improving product experience and digital adoption for businesses that develop digital products, such as software companies and tech startups. Their platform integrates with existing products to offer tools that help product teams analyze user behavior, collect feedback, and make informed decisions to enhance their offerings. Key features include in-app messaging, user analytics, and feedback collection, which guide users through new features and updates. Pendo differentiates itself by focusing on user engagement and providing actionable insights that help clients meet the high expectations of users. The goal of Pendo is to support businesses in achieving growth and success by ensuring their digital products deliver a positive and valuable user experience.

Company Stage

Series F

Total Funding

$472.6M

Headquarters

Raleigh, North Carolina

Founded

2013

Growth & Insights
Headcount

6 month growth

8%

1 year growth

11%

2 year growth

-6%
Simplify Jobs

Simplify's Take

What believers are saying

  • Achieving $200 million in annual recurring revenue and a record number of new product launches highlights Pendo's strong growth trajectory and innovation capacity.
  • Partnerships with major players like Google Cloud to integrate generative AI capabilities position Pendo at the forefront of AI-driven product management solutions.
  • Pendo's recognition as a leader in Everest Group's 2023 Digital Adoption Platforms PEAK Matrix® Assessment underscores its industry leadership and credibility.

What critics are saying

  • The recent layoff of 12% of its staff could indicate underlying financial or operational challenges that may affect employee morale and stability.
  • High competition in the SaaS market, with numerous alternatives and competitors, could pressure Pendo to continuously innovate to maintain its market position.

What makes Pendo unique

  • Pendo's focus on product experience and digital adoption sets it apart from general SaaS providers, offering specialized tools for user engagement and product improvement.
  • The seamless integration of Pendo's platform with clients' existing products allows for real-time user behavior insights and feedback collection, a feature not always available in competing solutions.
  • Pendo's recent enhancements with AI and automation further differentiate it by providing advanced capabilities for product teams to leverage in improving user experiences.