Customer Success Manager at Pipedrive

Lisbon, Lisbon, Portugal

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, Sales, TechnologyIndustries

Requirements

2+ years professional 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 strong knowledge of product features
Strength in effectively partnering with cross functional teams to infuse the customers voice and needs back into the business
Excellent active listening skills in order 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

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 to ensure 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 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 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

Skills

Key technologies and capabilities for this role

Customer OnboardingCustomer SuccessAccount ManagementUser AdoptionStakeholder ManagementUpsellRetentionCustomer SatisfactionCRMSaaS

Questions & Answers

Common questions about this position

What are the main responsibilities of the Customer Success Manager role?

The role involves serving as the post-sale face of Pipedrive for strategic accounts, onboarding customers with custom success plans, building relationships with stakeholders, driving usage and adoption, uncovering upsell opportunities, ensuring solution delivery, and acting as the voice of the customer internally.

What skills make a strong candidate for this position?

Ideal candidates can drive strong customer satisfaction scores, retain customers, protect and grow revenue through expansion sales, build relationships with executives and end-users, influence adoption, conduct business discovery across industries, and advocate for customer needs internally.

What is the salary or compensation for this role?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the company culture like at Pipedrive?

Pipedrive hires based on company values, emphasizes great people creating great products, and has grown into an international team of over 850 people from more than 50 nationalities across ten offices in Europe and the US.

Pipedrive

CRM software for sales process management

About Pipedrive

Pipedrive offers customer relationship management (CRM) software that helps small to medium-sized businesses manage their sales processes. The platform includes features like lead management, email integration, and sales reporting, allowing users to organize tasks and improve efficiency. Pipedrive stands out from competitors by fostering a community where users can share tips and feedback, which helps the company adapt its product to client needs. The goal is to enhance the sales process for SMBs, enabling them to prioritize tasks and close deals more effectively.

New York City, New YorkHeadquarters

2010Year Founded

$93.5MTotal Funding

SERIES_CCompany Stage

Consulting, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Paid Holidays

Flexible Work Hours

Parental Leave

Risks

Increased competition from AI-driven CRMs could threaten Pipedrive's market share.

Rapid technological changes may outpace Pipedrive's innovation capabilities.

Economic downturns could reduce SMB spending on CRM solutions, impacting revenue growth.

Differentiation

Pipedrive offers a user-friendly CRM platform tailored for small to medium-sized businesses.

The company provides customizable pipelines and sales reporting for efficient sales management.

Pipedrive's SaaS model allows access from anywhere, enhancing flexibility for remote teams.

Upsides

Pipedrive's integration with AI enhances predictive analytics and personalized customer interactions.

The rise of remote work boosts demand for Pipedrive's cloud-based CRM solutions.

Pipedrive's recognition in awards highlights its innovation and market leadership.

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