Customer Success Manager

Pipedrive

Full-time - Mid Level

501-1,000 employees

Motion Picture and Sound Recording Industries

About the position

The Customer Success Manager at Pipedrive will serve as a strategic advisor to key stakeholders within high-value client accounts. This role focuses on customer onboarding, increasing user acquisition and engagement, ensuring retention, and uncovering upsell opportunities. The manager will strive to improve customer satisfaction by understanding unique business needs and influencing product value.

Responsibilities

• Serve as the post-sale face of Pipedrive for high-value accounts.
• Onboard high-value customers by assessing their business needs to create a custom success plan.
• Build and maintain strong 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.
• Ensure the timely and successful delivery of 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 high-value customer with internal teams, advocating for their business needs.
• Engage in self-driven business study to connect with and advise a diverse customer base.

Requirements

• 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 following established work processes.
• Ability to keep up to date with all product changes.
• Skills to effectively partner with cross-functional teams to infuse the customer's 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.

Nice-to-haves

• Understanding of multiple popular industry platforms to consult customers.

Benefits

• 5% 401K match
• Paid time off
• 15 paid holidays (+ 2 extra floating)
• Comprehensive medical, dental and vision plans
• Regular team building activities
• Parental leave
• Paid family bonding time
• Gym and parking allowance