Customer Success Manager, German speaker

About the position

The customer success manager will serve as the trusted & strategic advisor to key executive-level stakeholders within their assigned portfolio of accounts. You'll be responsible for customer onboarding, increasing user acquisition and engagement, ensuring retention and uncovering and closing upsell opportunities. In this role you will strive to improve customer satisfaction by understanding customer's novel business needs, setting in place actionable next steps, influencing product value and protecting and growing annual recurring revenue within their assigned portfolio. If you are someone who has the ability to drive strong customer satisfaction scores, retain customers, protect existing revenue, and grow the existing revenue by closing expansion sales, get in touch, we would love to meet you!

Responsibilities

• Serve as the post-sale face of Pipedrive for strategic accounts to onboard customers by assessing their business needs to create a custom success plan to ensure adoption and value realization
• Proactively build and maintain strong 'high and wide' relationships with key stakeholders in assigned portfolio to actualize long-term retention
• Use influence with key stakeholders to drive usage and adoption, ensuring customer health and full product value attainment
• Engage in continuous discovery with assigned accounts to uncover upsell opportunities to drive expansion revenue within their portfolio
• Ensure our solutions' timely and successful delivery 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 during security incidents
• Serve as the voice of the high-value customer with internal teams, advocating for their business needs to keep cross-functional teams abreast of changing market needs and customer pain points
• 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

Requirements

• 2+ years of experience in Account Management/Customer Success within the tech industry
• Ability to manage competing priorities and adapt quickly in a fast-paced environment, without losing personal touch with customers or strategy
• Excellent self-awareness in handling customer escalations by consistently adhering to all established workflows
• A focus on keeping up to date with product changes and consistently having a strong knowledge of product features
• Strength in effectively partnering with cross-functional teams to infuse the customer's voice and needs back into the business
• Excellent active listening skills to quickly synthesize information and offer advice in a synchronous environment with customers
• The capability to learn new systems (e.g. CRM) to track all customer-related activities and deliverables, pipeline management, and health of accounts efficiently, and understand multiple popular industry platforms to consult customers
• Passion for proactively investing in your training and development across multiple business industries
• Fluency in German with the ability to cater communication style and delivery to meet that of the stakeholder

Nice-to-haves

• Experience with CRM and CSM (e.g. Gainsight) systems is an advantage
• A Bachelor's degree and a CSM certification are a plus

Benefits

• 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, 28 days of PTO, comprehensive medical, dental and vision plans, regular team building activities, parental leave, paid family bonding time, as well as gym and parking allowance)