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.

Your new adventure:

• 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

Does this sound like you?

• 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 

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 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)

The employee must be authorized to work in the US without company sponsorship. 
The ideal candidate must be able to complete all physica