Senior Customer Success Manager

An Audacious Mission

Today, coordinating business travel is complex because of competing interests, opaque industry practices, convoluted systems, and bad software.

But we believe that travel is a force-multiplier for growth.

Travel connects teams to new and existing co-workers, partners, and customers. It enables new opportunities, produces unexpected collaboration, and shifts perspectives. That’s why we focus daily on making travel more about why you’re going and less about how you’ll get there. 

Our mission is to make in-person collaboration effortless.

The Role

Your primary role as our Senior CSM will be to ensure we have healthy, strong, and lasting relationships with our clients.

You will accomplish this primarily through ongoing collection and analysis of data and feedback. You will then turn these conversations and data into onboarding and retention strategies and feed them into the product roadmap. 

You’ll be involved in all aspects of support, account management, demonstrating the product, educating customers, and more. All team members look to customer success for input across key decisions.

What We Value

You have tough skin.

Sometimes you will need to have hard conversations with customers. You're the type of person who can receive challenging feedback gracefully with a focus on swift and effective resolutions.

You fail fast.

You are willing to make mistakes in front of others, because you recognize that this is one of the fastest ways to learn and evolve.

You are driven and have grit.

Startups are fast-paced environments and everyone needs to go above the"callof duty". You have the ability to work well under pressure and meet tight deadlines.

You are a detailed communicator.

A large part of this role is verbal and written communication. You have a high level of accuracy and attention to detail, and you demonstrate excellent communication and interpersonal skills.

You listen to understand.

You have the ability to dive into root problems and provide in depth feedback to other teams within Pana. You can triangulate customer feedback and filter the helpful from the unproductive.

You are organized.

You are extremely well organized with an ability to handle and digest large amounts of information from a variety of sources.

You are flexible.

Successful startups are agile startups, and this requires their employees to be the same. You approach problems and opportunities with flexibility and have an ability to operate effectively with uncertainty and change.

Interested?

We would love to speak with you. Along with your resume or portfolio, please tell us why you are interested in Pana and why you will be a powerful ally in accomplishing our mission.