Alana Pennino

Experience

1. Expert Customer Success Manager

   Pendo.io

   Feb 2025 — Present

   Lead cross-functional strategic initiatives and scaled customer success programs supporting a >$13M ARR book of business across 210+ accounts, delivering measurable outcomes in product adoption, risk mitigation, and value realization-Mentored and coached new CSMs on portfolio prioritization frameworks to focus on high-impact accounts—instilling scalable practices for risk management, expansion, and customer advocacy-Recognized internally as a proactive, cross-functional leader with a structured, collaborative approach to driving alignment across CS, Sales, Product, and Enablement teams-Streamlined internal CS operations by co-developing Outreach sequences, aligning GTM efforts and campaign engagement to CS strategy-Launched and operationalized Office Hours, a digital-first engagement model supporting long-tail customers—improving adoption and reducing support load while maintaining high-touch value-Partnered with Sales leadership to support Account Directors by surfacing customer risk via structured weekly reporting, leading executive QBRs, and joining strategic onsite meetings to strengthen customer relationships and renewals-Refined and scaled the Incubator Program, a structured onboarding and enablement experience—improving time-to-value and self-sufficiency.

Education

• Montgomery County Community College

  Continuing Education, Principles of Management

  2013

• UC San Diego

  B.A, Visual Arts; Studio Art

  2003 — 2007

Skills

• Elearning
• Project Management
• Facebook
• Market Research
• Data Analysis
• Client Services
• Microsoft Office
• Linkedin
• Troubleshooting
• Adobe Elearning Suite
• Social Media
• Twitter
• Customer Relationship Management (Crm)
• Outlook
• Social Networking
• Manage Client Relationships
• Account Management
• Composition
• Management
• Social Media Marketing
• Powerpoint
• Microsoft Excel
• Russian
• Account Coordination
• Marketing