Alana Pennino
Expert Customer Success Manager @Pendo.io
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WORK HISTORY
Expert Customer Success Manager @Pendo.io
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
UC San Diego
B.A, Visual Arts; Studio Art
SKILLS
ABOUT ALANA PENNINO
Expert Customer Success Manager at Pendo.io
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