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 German and 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
- A world-class working environment full of perks like parties, snacks and drinks like Spezi and Club-Mate and, of course, office dogs
- 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 (health coverage, transportation allowance, language courses, in-house coaches, employee discounts and more)
- 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.
- #LI-Hybrid #LI-LR2
We are looking for a Customer Success Manager - German speaker to join us in our Berlin office 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.
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