Customer Success Lead

About us

Today, the mid-market segment (300 to 5k employee companies) is vastly underserved when it comes to their procurement processes. These companies struggle with outdated and old fashioned tools, dragged down by decades of tech legacy that create more problems than they solve in the day-to-day work of their employees.

Pivot is committed to solving this by building a smart, engaging and user-friendly procurement tool for employees, streamlining purchase processes while providing the right level of control and reporting. We are creating automations and integrations that simplify the work across all finance teams, freeing them up to be more strategic... and surely happier too!

The adventure started mid-2023 with three founders, former C-levels from fintech unicorns (Qonto and Swile) and highly experienced engineer from top-notch tech companies.

Since then we’ve raised €5M in pre-seed and €20M in Series A with tier-1 investors and built a team of 50 with a product operating with +50 customers across 15 countries.

We are looking for smart, execution-driven people to join our team, with a strong focus on excellence and a desire to achieve great things as a team.

Your role

Pivot is seeking a highly motivated and experienced Customer Success Lead to join our Operations team. This role is crucial in ensuring our clients receive outstanding support and an exceptional customer experience once they are onboarding on Pivot tool. You will be the first line of defense for any kind of client issues or requests and will play a key role in evolving our Operations processes and tools. Working hand-in-hand with the Head of Operations, you’ll be fundamental in ensuring customer satisfaction, our north star KPI at Pivot.

• Team lead

  • Oversea a team of 2 Customer Success Managers and continue to build and grow the team

• Customer Support

  • Customer Support Excellence

    • Provide top-notch support to clients, addressing and resolving their issues efficiently and effectively in collaboration with the tech team

    • Investigate and escalate technical issues to the product and tech teams, relying on your in-depth product knowledge to analyse customer requests

    • Draw analyses from what you see, identify root causes and define action plan to improve our solution

  • Client Setup and Evolution

    • Update existing clients setups based on our client feedback and needs, including validation workflows, intake forms etc.

    • Ensure all client interactions are documented and follow up on client requests promptly

  • Technical project management

    • Work closely with product, tech, and integrations teams to relay client feedback and drive product improvements

    • Follow up on the development of new features and improvements, participating in product spec reviews and challenges

• Customer Success

  • Client satisfaction

    • Ensure client satisfaction and follow-up closely on your accounts (i.e., QBR, success metrics)

  • Upsell

    • Identify upsell opportunities (in collaboration with sales team)

  • Renewals and anti-churn

    • Identify potential risks and counter-measure to avoid churns

    • Ensure renewals of contracts (in collaboration with sales team)

• Tooling and documentation

  • Tools optimization and implementation

    • Evaluate and implement new customer support tools, including communication channels and ticketing systems

    • Conduct benchmarking and select the best solutions to enhance our support infrastructure and success follow-up

  • Documentation and process

    • Set-up new documentation and processes to support both Customer Support and Success improvements

Your Mindset

• A solver who sees every challenge as an opportunity

• A client-first approach, ready to go above and beyond client expectations

• A growth-minded individual eager to scale with a dynamic company

Requirements

• You have at least 4/5 years of experience in customer success or a related field within a SaaS or software environment

• You have experience in building a team and managing them - while remaining operational and hands on