Customer Success Manager

About the job:
Full-time
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.

This role is based in Australia.

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 Prague, Tallinn, Tartu, Lisbon, London, Dublin, Florida, Riga and Berlin
A team serious about getting things done while not taking ourselves too seriously
Freedom to execute your ideas with a passionate and motivated team supporting you
Lots of room for personal and career development
Based on this role’s access to certain data, Pipedrive might conduct a pre-employment background investigation, to the extent allowed by law, in conjunction with your application for employment with our company. Such data will be handled in accordance with Pipedrive’s Privacy Policy for Recruitment.
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.

We are looking for a Customer Success Manager, based in Australia, to join our team and act as a trusted advisor for their portfolio and key stakeholders.

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.