Manager of Customer Success

Your new adventure:

• Support direct reports (Associate CSMs, CSMs & Senior CSMs) in building and maintaining strong, long-lasting client relationships with their assigned portfolio
• Coach your team in driving usage and adoption to ensure customers reach their goals and use Pipedrive to its full potential
• Be the first point of contact to answer questions related to customer success, help team members find solutions and join calls when needed
• Maintain a deep understanding of the product and upcoming features
• Be prepared to answer questions related to roadblocks, pricing, or functionalities
• Develop strategies to help build efficient practices
• Act as a bridge between the team/customer and internal stakeholders.
• Be responsible for maintaining and/or improving quality (by regularly listening to CSM calls, providing feedback and applying scoring to track improvement)
• Assist team with executing growth and optimization strategies for our customers
• Oversee escalations for assigned accounts and team's accounts. Monitor slack channel to ensure CSM’s comply on time with SLA’s (intercom tickets, escalations from support)
• Foster a positive team culture and participate in team development, including onboarding and performance management
• Be responsible for managing key accounts as a temporary backfill (when hiring)

Does this sound like you?

• English fluency (required); Portuguese fluency (desirable) 
• 5+ years of proven experience with account management and upselling
• Demonstrable experience leading teams to success
• Strong communication and collaboration skills
• A customer-oriented mindset, an understanding of what makes people tick and a desire to help them succeed
• Bachelor's degree or rich work experience is preferred
• Must be willing to travel to team location (Lisbon, Portugal) periodically
• Gainsight or other CS CRM experience a plus

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 snacks, coffee and occasional team lunches
• 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 (medical, dental and life insurance, company pension scheme, in-house coaches and more)


Based on this role's access to certain data, Pipedrive might conduct a pre-employment background investigation 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.


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