Manager Of Customer Success
3 semanas atrás
We believe it takes great people to create a great product. That's why our team lives our company values, and we hire based on them, too. Since 2010, Pipedrive has been on a mission to support sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier. Today, our cloud-based software is trusted by over 100,000 companies and used in 179 countries. We have grown from a five-person team to a truly international company of over 850+ people, representing more than 50 nationalities, with ten offices distributed across Europe and the US. In 2020, Pipedrive received a majority investment from Vista Equity Partners, a global investment firm that invests exclusively in enterprise software, data and technology-enabled businesses, making Pipedrive the fifth unicorn from Estonia.
We're looking for a manager of customer success to guide a team that ensures customer satisfaction and loyalty throughout the post-sale lifecycle. In this role, you'll play a strategic role in shaping the customer success environment, participating in key discussions around tools, career paths, development plans, workload distribution, and other initiatives related to the customer journey and CSM activities. You'll act as a trusted source of support for customer escalations and provide strategic guidance on portfolio management. Additionally, you'll oversee your team's performance across the post-sale lifecycle, including customer onboarding, driving user adoption and engagement, ensuring retention, and identifying upsell opportunities. If you're someone who excels at leadership, communication, and fostering team growth, we'd love to meet you
Your new adventure:Serve as the primary escalation point for customer-facing needs and decision-makingMonitor CSM KPIs to ensure quarterly goal progression and completion throughout the yearEngage with high-value accounts to support customer success managers (CSMs) in building strong relationships with key stakeholdersAdvocate for high-value customer needs and ensure appropriate resources for the customer success teamConduct regular 1:1s to provide feedback, alleviate pain points, and support professional developmentProactively review and quality-assure customer-facing communications and meetingsProvide timely feedback to direct reports and manage performance effectively when neededHold regular team meetings to communicate business needs, foster teamwork, and boost moraleTailor content and communication style for diverse stakeholders, from executives to end-usersContinuously study business and industry trends to offer relevant and strategic advice to customers Does this sound like you?At least four years of experience in account management/customer success within the tech industryPrevious experience leading people, a plus if in the customer success areaA bachelor's degree; CSM certification is a plusStrong multitasking abilities to manage competing priorities in a fast-paced environmentExcellent self-discipline and awareness to handle escalations and follow established processesContinuous learning mindset to stay updated on product changes and featuresProven collaboration skills to advocate for the customer voice within the businessA self-starter attitude with a focus on personal and professional developmentExceptional listening and communication skills, with fluency in English and an ability to adapt communication style to stakeholdersTechnical proficiency with tools like CRM systems and familiarity with popular industry platformsNatural leadership qualities and a track record of exemplifying customer-facing excellence and company values Why Pipedrive?A value-driven work environment where people come firstA lively bunch of colleagues from over 50 different countries, with offices in Lisbon, Tallinn, Tartu, Prague, London, Dublin, New York, Florida, Riga, and BerlinA team serious about getting things done while not taking ourselves too seriouslyA world-class working environment full of the usual nice perks and some moreFreedom to execute your ideas with a passionate and motivated team supporting youFlexible working hours as long as you're there for your team membersLots of room for personal and career development, with internal and external training opportunitiesCompetitive salary including all the benefits you'd expect from a great employer (annual bonus system, health insurance, meal allowance, flexible benefits – you can choose whether to use the credit on parking, public transport card, technology, etc.) Pipedrive is an equal-opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity or veteran status.
Please note that for this role we're currently unable to offer relocation assistance or visa sponsorship.
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We're on the lookout for a manager of customer success to lead and develop a talented team while driving company goals in our customer success department. If this is something for you, send us your resume (in English) or a link to your LinkedIn profile and please add why we should pay extra attention to your application.
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