Customer Success Manager

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 are looking for a customer success manager to serve as the trusted & strategic advisor to key stakeholders (at the executive level) within their assigned high-value client accounts. You'll be responsible for customer onboarding, increasing user acquisition and engagement, ensuring retention and uncovering upsell opportunities. As a customer success manager, you’ll strive to improve customer satisfaction by understanding customers’ unique business needs, setting in place actionable next steps and influencing product value.

• Serve as the post-sale face of Pipedrive for high-value [HVC] accounts
• Onboard HVC customers by assessing their business needs to create a custom success plan to ensure strong adoption
• Build and maintain strong ‘high and wide’ relationships with key stakeholders in assigned portfolios
• Drive product usage and adoption to ensure customer health and full product value attainment
• Advise customers on the most appropriate features for their specific business needs
• Engage in continuous discovery with assigned accounts to uncover upsell opportunities to drive expansion revenue in partnership with sales
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Tailor content and communication style to service a variety of stakeholders from senior executives to end-users
• Act as a point of escalation when required to help manage customer expectations
• Serve as the internal voice of the HVC with internal teams, advocating for their business needs to keep cross functional teams abreast of market needs
• Engage in self-driven business study to ensure the ability to connect with and advise a diverse customer base from various industries

• At least two years of experience in customer success within the tech industry
• Bachelor's degree or professional learning
• CSM certification is a plus
• Ability to manage competing priorities and adapt quickly without losing personal touch with customers or strategy
• Strong self awareness to manage customer escalations in following all of the established work processes
• Ability to keep up to date with all product changes
• Skills to effectively partner with cross functional teams to infuse the customers voice and needs back into the business 
• Proactive investment in their own training and development across multiple business industries 
• Excellent active listening skills in order to offer advice in a synchronous environment with customers 
• Fluent in English
• Passion for learning new systems (e.g. CRM) to track all customer-related activities and deliverables, pipeline management, and health of the account in an efficient manner
• Understanding of multiple popular industry platforms to consult customers 

• A value-driven work environment where people come first
• A lively bunch of colleagues from over 50 different countries, with offices in Tallinn, Tartu, Lisbon, Prague, London, Dublin, New York, Florida, Riga and Berlin
• A team serious about getting things done while not taking ourselves too seriously
• Beautiful office minutes from downtown St. Pete
• Flexible working hours as long as you’re there for your team members
• Freedom to execute your ideas with a passionate and motivated team supporting you
• Lots of room for personal and career development, with internal and external training opportunities
• Competitive salary and bonus system and all the benefits you’d expect from a great employer (5% 401K match, paid time off and 152 paid (+ 2 extra floating) holidays, comprehensive medical, dental and vision plans, regular team building activities, parental leave, paid family bonding time, as well as gym and parking allowance)

We are looking for a Customer Success Manager to join our team in Florida and act as a trusted advisor for their portfolio and key stakeholders.

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.