Manager of Customer Success

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’re looking for a manager of customer success to guide a team that ensures customer satisfaction and loyalty throughout the post-sale lifecycle. In this role, you’ll play a strategic role in shaping the customer success environment, participating in key discussions around tools, career paths, development plans, workload distribution, and other initiatives related to the customer journey and CSM activities.

You’ll act as a trusted source of support for customer escalations and provide strategic guidance on portfolio management. Additionally, you’ll oversee your team’s performance across the post-sale lifecycle, including customer onboarding, driving user adoption and engagement, ensuring retention, and identifying upsell opportunities.

If you’re someone who excels at leadership, communication, and fostering team growth, we’d love to meet you!

• Serve as the primary escalation point for customer-facing needs and decision-making
• Monitor CSM KPIs to ensure quarterly goal progression and completion throughout the year
• Engage with high-value accounts to support customer success managers (CSMs) in building strong relationships with key stakeholders
• Advocate for high-value customer needs and ensure appropriate resources for the customer success team
• Conduct regular 1:1s to provide feedback, alleviate pain points, and support professional development
• Proactively review and quality-assure customer-facing communications and meetings
• Provide timely feedback to direct reports and manage performance effectively when needed
• Hold regular team meetings to communicate business needs, foster teamwork, and boost morale
• Tailor content and communication style for diverse stakeholders, from executives to end-users

• Continuously study business and industry trends to offer relevant and strategic advice to customers

• At least four years of experience in account management/customer success within the tech industry
• Previous experience leading people, a plus if in the customer success area
• A bachelor’s degree; CSM certification is a plus
• Strong multitasking abilities to manage competing priorities in a fast-paced environment
• Excellent self-discipline and awareness to handle escalations and follow established processes
• Continuous learning mindset to stay updated on product changes and features
• Proven collaboration skills to advocate for the customer voice within the business
• A self-starter attitude with a focus on personal and professional development
• Exceptional listening and communication skills, with fluency in English and an ability to adapt communication style to stakeholders
• Technical proficiency with tools like CRM systems and familiarity with popular industry platforms
• Natural leadership qualities and a track record of exemplifying customer-facing excellence and company values

• 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 BerlinA 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, public transport card, technology, etc.)

We’re on the lookout for a manager of customer success to lead and develop a talented team while driving company goals in our customer success department.

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.