Vivian Mach
About Vivian Mach
Vivian Mach is an Enterprise/Upmarket Customer Success Manager at PandaDoc, where she manages a diverse portfolio of over 60 clients and has developed strategies to enhance client retention and revenue growth. She has held various roles in education and customer success, including positions at Learning A-Z and Morningside Academy, and holds a Bachelor of Arts from UC Irvine and a Master of Arts in Teaching English to Speakers of Other Languages from USC.
Work at PandaDoc
Vivian Mach serves as the Enterprise/Upmarket Customer Success Manager at PandaDoc since 2022. In this role, she manages a diverse portfolio of over 60 clients, both domestic and international, contributing to a total annual recurring revenue (ARR) of $1.3 million. She conducts monthly best practice meetings with clients whose accounts exceed $100,000 ARR, focusing on ensuring the continued adoption of services. Additionally, she has collaborated with the sales team to develop expansion and upsell strategies, which resulted in a 30% increase in ARR.
Previous Experience in Customer Success and Education
Prior to her current position at PandaDoc, Vivian Mach held various roles in customer success and education. She worked as a Success Manager at Screencastify from 2021 to 2022. Before that, she was a Professional Development Manager at Learning A-Z from 2020 to 2021. Her earlier experience includes positions as an English Instructor at the University of Southern California and as an English Teacher at the English Language Center in 2014. She also served as Operations Manager at Sprachcaffe/GEOS Languages Plus from 2015 to 2016.
Educational Background
Vivian Mach earned a Bachelor of Arts (B.A.) in English from the University of California, Irvine. She furthered her education by obtaining a Master of Arts in Teaching English to Speakers of Other Languages (MAT-TESOL) from the University of Southern California. Her academic background supports her extensive experience in teaching and customer success roles.
Achievements in Client Management
In her role at PandaDoc, Vivian Mach developed a strategic renewal email campaign playbook designed to prevent client churn and contraction. This initiative reflects her focus on enhancing client retention and satisfaction. Additionally, she conducts monthly meetings with high-value clients to share best practices, ensuring they maximize the value of the services provided.
Experience in Teaching and Operations
Vivian Mach's career includes significant experience in teaching and operations. She worked as a Foundations Teacher at Morningside Academy from 2016 to 2019. Earlier, she served as an English Instructor for the English Language Program at the University of Southern California for four months in 2014. Her role as Operations Manager at Sprachcaffe/GEOS Languages Plus from 2015 to 2016 further highlights her diverse skill set in both educational and operational capacities.