Pivot - Customer Success Manager - Native English speaker | London
Requirements
• You have at least 4 years of experience in customer success, customer support, or a related field within a SaaS or software environment. • You are an excellent problem-solving abilities and technical proficiency to troubleshoot product-related issues. • You are a native English speaker • You know how to talk to clients, delivering relevant answers and reinsuring them • You have strong project management skills and the ability to juggle multiple priorities. • You have a proven track record of managing support operations and improving customer service processes and tools. • You have experience in a startup environment, building support systems and processes from scratch. • You are proactive, able to prioritize, and willing to thrive in our rapidly growing startup environment and contribute energetically to our collective success. • You pay close attention to details, an excellent listener, and a valuable team member.
Responsibilities
• Pivot is seeking a highly motivated and experienced Customer Success Manager to join our Operations team. This role is crucial in ensuring our clients receive outstanding support and an exceptional customer experience. You will be the first line of defense for any kind of client issues or requests and will play a key role in evolving our Operations processes and tools. Working hand-in-hand with the Customer Success Lead and the Customer Operations managers, you’ll be fundamental in ensuring customer satisfaction, our north star KPI at Pivot. • Customer Care excellence • Provide top-notch care to clients, addressing and resolving their issues efficiently and effectively in collaboration with the tech team. • Manage support tickets from creation to closure, ensuring timely and accurate resolutions. • Investigate and escalate technical issues to the product and tech teams, relying on your in-depth product knowledge to analyze customer requests. This is not basic customer support. • Draw analyses from what you see, identify root causes and define action plan to improve our solution • Client Setup and Evolution • Update existing clients setups based on our client feedback and needs, including workflows, intake forms etc. • Ensure all client interactions are documented and follow up on client requests promptly • Technical project management: • Work closely with product, tech, and integrations teams to relay client feedback and drive product improvements. • Follow up on the development of new features and improvements, participating in product spec reviews and challenges. • Customer Success • Client satisfaction • Ensure client satisfaction and follow-up closely on your accounts (i.e., QBR, success metrics) • Identify upsell opportunities (in collaboration with sales team) • Renewals and anti-churn • Identify potential risks and counter-measure to avoid churns • Ensure renewals of contracts (in collaboration with sales team) • Tooling and documentation • Tools optimization and implementation • Evaluate and implement new customer support tools, including communication channels and ticketing systems. • Conduct benchmarking and select the best solutions to enhance our support infrastructure and clients delivery tracking methods • Documentation and process • Set-up new documentation and processes to support both Customer Support and Success improvements • A solver who sees every challenge as an opportunity. • A client-first approach, ready to go above and beyond client expectations • A growth-minded individual eager to scale with a dynamic company. • A competitive salary package plus equity (ESOP) • Private medical insurance • 25 days of annual leave + 8 public holidays • Enhanced sick leave • 2 days of remote work per week • The richness of a multicultural and international team (more than 15 nationalities). • A unique chance to grow with a fast-scaling innovator
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