Customer Success Manager - Mid-Market​/Enterprise

As a Customer Success Manager at Panda Doc, you'll play a key role in driving growth and success across a book of business. This portfolio includes customers with complex, technical workflows, where a strategic and consultative approach is essential to maximize value. You’ll work closely with Account Managers, Implementation Engineers, Technical Account Managers, and the Product team to ensure your customers are fully supported and empowered to succeed with Panda Doc.

At the heart of your work is building strong, strategic relationships—deeply understanding each customer’s business goals and aligning them with Panda Doc’s capabilities to deliver meaningful outcomes.

• Maintain strong business relationships and regular, strategic touchpoints with your book of business
• Guide customers through onboarding and adoption with a consultative lens, often including paid services and workflow design
• Own premium onboarding cases by assisting customers in the template and workflow set up, leading training sessions and drive value within their first 90 days of Panda Doc
• Drive product adoption and usage through proactive engagement and tailored Success Plans, focusing on long-term customer outcomes
• Identify and mitigate risk by uncovering usage blockers and developing customer-centric solutions to reduce churn and contraction
• Analyze account metrics (e.g., license usage, document activity, engagement trends) to create success benchmarks and guide business reviews
• Own customer escalations when they arise—working cross-functionally to drive swift resolution—while proactively addressing early signals to prevent issues from escalating
• Partner closely with Account Managers to align on renewal strategy, inform upsell paths, and support expansion opportunities
• Collaborate with Solutions Engineers and Technical Account Managers to address complex workflow requirements and technical use cases
• Proactively engage with the Product and Support teams to advocate for customer feedback and ensure it’s routed through the right channels
• Monitor tools like Planhat, Salesforce, Claude and Gong to surface actionable insights and provide targeted outreach to accounts needing additional support
• Serve as a thought partner to both your customers and teammates—sharing insights, elevating questions, and championing collaboration across teams
• Leverages AI-powered tools to analyze customer usage data, forecast risks, and identify revenue expansion opportunities
• Quickly synthesizes call insights, product adoption patterns, and stakeholder sentiment using AI assistants to stay proactive
• Partners with the team and Operations to improve AI workflows and continuously refine customer playbooks

This is a role for someone who thrives in a strategic, customer-facing environment, is energized by solving complex challenges, and is passionate about delivering long-term customer value through deep partnership and cross-functional collaboration.

Joining Panda Doc means being part of an innovative company that is changing how businesses handle their document workflows. You’ll have the opportunity to make a measurable impact by helping clients unlock productivity gains, streamline processes, and achieve their business goals. As part of the Customer Success team, you’ll be at the forefront of client satisfaction, directly contributing to Panda Doc's continued growth and success.

If you thrive in an ever-evolving environment and love the challenge of making customers successful, this is the role for you!

• Experienced & Strategic: You bring 3-5 years of experience in Customer Success or Account Management within a SaaS environment, ideally working with mid-market, upmarket or enterprise-level customers. You…