Customer Success Specialist

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 Customer Success Specialist to support mid-tier customers during their post-sale lifecycle, throughout singular touch points including but not limited to onboarding, adoption, retention, and uncovering upsell opportunities. 
If you’re someone who strives to improve customer satisfaction by understanding a customer's novel business needs to provide real-time suggestions for implementation best practices to drive value attainment, we’d love to meet you!

Your new adventure:

• Support mid-tier accounts by assessing their business needs and providing real-time suggestions to increase adoption, during various points along the post-sale lifecycle through various modes of outreach to include but limited to video meeting applications and email communication   
• Quickly engage customers in strong discovery to uncover pain points and drive toward resolution and implementation improvement by the close of the call
• Use influence with key stakeholders to drive usage and adoption to ensure customer health and full product value attainment
• Advise customers on the most appropriate features for their specific business needs while uncovering upsell opportunities
• 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 the customer’s primary point of escalation, when required, to help manage customer expectations and deescalate frustrations
• 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
• Conduct customer calls via web-based video software utilizing the camera, screen-share and screen management features to foster strong relationships and ensure a smooth process 

Does this sound like you?

• The ability to manage competing priorities and adapt quickly without losing personal touch with customers or strategy in a fast-paced environment
• Maintain perfect self-awareness to manage customer escalations by following all of the established work processes
• Keep up to date with all product changes and has a consistently strong knowledge of all product features
• Collaborate effectively with cross-functional teams to infuse the customer's voice and needs back into the business 
• Commitment to continuous learning and personal development
• Excellent active listening skills in order to quickly synthesize information and offer advice in a synchronous environment with customers 
• Excellent communication skills in English, both written and verbal
• The ability to cater communication style and delivery to meet that of the stakeholder
• Technical proficiency and willingness to learn new systems

Why Pipedrive?

• 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 15 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)

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