Remote SaaS CSM — Growth & Adoption

PandaDoc; United States; On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Stock options or annual bonuses

Medical, dental, vision, disability, 1

401(k) plan

Job summary

PandaDoc is seeking a Customer Success Manager for a fully remote role in the USA. You will guide onboarding, drive product adoption, and deliver high-impact service across a pooled support model.

You’ll lead personalized sessions, promote self-serve resources, and use data to optimize renewal and expansion opportunities. Ideal candidates include 2–3 years in SaaS customer success, strong English communication, and a collaborative, AI‑minded approach to client outcomes.

Qualifications

• 2–3 years of SaaS customer success experience in a high-volume environment.

Responsibilities

• Provide responsive and strategic support to onboard customers smoothly and adopt PandaDoc’s tools.
• Lead onboarding sessions, including launch plan meetings, training, and integration setup.
• Drive product adoption through tailored consultations, updates, and hands-on training.
• Promote self-serve resources like the help center, training sessions, and webinars.
• Connect PandaDoc’s capabilities to customers' workflows and demonstrate measurable ROI.
• Collaborate with Account Management to shape renewal strategies and identify upsell opportunities.
• Use Planhat, Salesforce, and Gong data to track engagement and take action on at-risk accounts.

Skills

SaaS CS

Organizational skills

Growth mindset

Agility

Customer-focused

AI tools

Discovery lead-gen

Cross-functional collaboration

Strong communicator

English proficiency

Tools

Planhat

Salesforce

Gong

Job description

PandaDoc is seeking a Customer Success Manager for a fully remote role in the USA. You will guide onboarding, drive product adoption, and deliver high-impact service across a pooled support model.

You’ll lead personalized sessions, promote self-serve resources, and use data to optimize renewal and expansion opportunities. Ideal candidates include 2–3 years in SaaS customer success, strong English communication, and a collaborative, AI‑minded approach to client outcomes.