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- Customer Success Management
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Director Of Customer Success Management
Company | Pipedrive |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-09-13 |
Posted at | 9 months ago |
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 800 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.
- Go deep into understanding the needs and goals of our customers to help guide a company-wide definition of the ideal and most successful customer experience
- Represent the customer’s voice throughout the organization advocating for customer-centric decision making
- Collaborate with the commercial trainer and customer success ops to build and deploy a sustainable enablement framework for customer success management
- Identify opportunities for continuous improvement within the organization
- Personally manage de-escalations funneled up from first-level managers and follow a methodical escalation process to the executive team
- Recruit and develop a high-performing customer-facing team to deliver a best-in-class experience
- Serve as a hands-on leader and lead by example to inspire the team to reach for excellence
- Determine the timing and content of customer success touch points throughout the customer journey to drive optimal adoption and net promoter score
- Build a strong pool of customer advocates by collaborating with customer success managers and creating a customer advisory board (CAB)
- Ensure fidelity adoption of tools and systems by the customer-facing organization
- A great degree of ownership of your work
- Strong listening skills and openness to feedback from your team members and other departments
- Clear communicator with a professional presence
- Strong hands-on attitude to get close to the individual contributors’ work with the customers to guide improvements
- The ability to lead through influence
- Passion for customer-centric and data-backed decision-making
- Freedom to execute your ideas with a passionate and motivated team supporting you
- Competitive salary and bonus system and all the benefits you’d expect from a great employer (5% 401K match, paid time off and 12 paid (+ 2 extra floating) holidays, comprehensive medical, dental and vision plans, regular team building activities, parental leave, paid family bonding time, as well as gym and parking allowance)
- 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 value-driven work environment where people come first
- A team serious about getting things done while not taking ourselves too seriously
- 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
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