About the role

Customer Success Manager serving as trusted advisor for Pipedrive's strategic accounts. Responsible for onboarding, retention, and upsell opportunities within customer portfolios.

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

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, and health of account in an efficient manner, and understanding multiple popular industry platforms to consult customers
Passion for proactively investing in your own training and development across multiple business industries
Fluency in English with ability to cater communication style and delivery to meet that of the stakeholder
Experience with CRM and CSM (e.g. Gainsight) systems is an advantage
A Bachelor's degree, and a CSM certification is a plus

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.)