Senior Customer Success Manager at pipedrive

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. 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 add 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 the customer, protect existing revenue, and grow the existing revenue by closing expansion sales, get in touch, we would love to meet you!  Your new adventure: • 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 the assigned portfolio to actualize long-term retention. • Proactively engage with key stakeholders to drive product adoption and deepen customer usage, identifying specific needs and tailoring strategies to maximize customer health, • Manage standard contract negotiations independently, including reviewing and explaining terms, handling billing adjustments, and proposing multi-year pricing options. • Develop and execute engagement strategies independently for customers within their portfolio. Actively pursues previously unengaged customers, identifying opportunities for re-engagement and upsell with minimal supervision. • Ensure the timely and successful delivery of our solutions according to customer needs and objectives through internal stakeholder management (PMs and SEs), occasionally with the support of the Manager. • Tailor content and communication style to influence and advise a variety of stakeholders from senior executives to end-users. • Act as an escalation point for security incidents within their portfolio, managing customer expectations and communications independently. • Serve as the voice of the high-value customer with internal teams, advocating for their business needs to keep cross-functional teams and the business 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. Does this sound like you? • 3+ years professional experience in Account Management/Customer Success within the tech industry • Fluency in English (fluency in Portuguese and Spanish is a plus) • Experience with CRM and CSM (e.g. Gainsight) systems is an advantage • A Bachelor's degree, and a CSM certification is a plus • Multitasker: In a fast-paced environment, manages competing priorities and adapts quickly without losing personal touch with customers or strategy • Self Discipline: Maintains perfect self-awareness to manage customer escalations in following all of the established work processes • Continuous learning: Keeps up to date with frequent product changes and has a consistently superior knowledge of all product features and capabilities • Self-starter: Proactively invests in their training and development across multiple business industries. Operates comfortably in situations of significant ambiguity and complex decision-making. • Listening & Communicating: Exhibits excellent active listening skills to quickly synthesize information and offer advice in a synchronous environment with customers. Excellent written and spoken English with the ability to tailor communication style and delivery to meet that of the stakeholder and have direct influence on key decision makers of senior-level status. • Technical prowess: Is comfortable learning new systems to track all customer-related activities and deliverables, pipeline management, and the health of accounts efficiently. Understands multiple popular industry platforms to consult customers. • Strategic and commercial mindset: Builds strong relationships with customers and plans for renewal/upselling to reach the NRR goal (main KPI). Understands key Customer Success metrics such as Customer Health Score, CSAT, NPS, NRR & GRR. • Team-player: Has a strong can-do attitude, great communication skills and openness to feedback. • Collaborator: Effectively partners with colleagues and cross-functional teams to infuse the customers' voice and needs back into the business. • Job experience: Has a solid understanding of each phase in the customer lifecycle and detailed knowledge of critical steps during the post-sales customer lifecycle, including customer onboarding, implementation, success planning, adoption, QBRs/EBRs, evaluating risk, risk mitigation, renewals, expansion selling, pricing, and contract negotiations. Why Pipedrive? • A value-driven work environment where people come first • A lively bunch of colleagues from over 50 different countries, with offices in Lisbon, Tallinn, Tartu, Prague, London, Dublin, New York, Florida, Riga and Berlin • A team serious about getting things done while not taking ourselves too seriously • A world-class working environment full of the usual nice perks and some more • Freedom to execute your ideas with a passionate and motivated team supporting you • Flexible working hours as long as you’re there for your team members • Lots of room for personal and career development, with internal and external training opportunities • Competitive salary including all the benefits you’d expect from a great employer (annual bonus system, health insurance, meal allowance, flexible benefits – you can choose whether to use the credit on parking, a public transport card, technology, etc.) Pipedrive is an equal opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity or veteran status. Please note that for this role we’re currently unable to offer relocation assistance or visa sponsorship. #LI-Hybrid #LI-GO We’re on the lookout for a Senior Customer Success Manager to act as strategic advisor to key executive-level stakeholders, helping clients optimize their CRM use while driving measurable outcomes that translate into retention, expansion, and long-term value. If this is something for you, send us your resume (in English) or a link to your LinkedIn profile and please add why we should pay extra attention to your application.