Director of Customer Success Management

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.

As Director of Customer Success Management, you’ll be responsible for driving service level excellence of our customer-facing team. In this role, you will work closely with the Vice president of customer success and the rest of the leadership team to define customer success objectives, strategy and tactics that scale successfully and deliver a best-in-class customer experience. Direct reports include first-level managers.

**Your new adventure**:

- Represent the customer’s voice throughout the organization advocating for customer-centric decision making
- 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
- Build a strong pool of customer advocates by collaborating with customer success managers and creating a customer advisory board (CAB)
- Recruit and develop a high-performing customer-facing team to deliver a best-in-class experience
- Collaborate with the commercial trainer and customer success ops to build and deploy a sustainable enablement framework for customer success management
- 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
- Personally manage de-escalations funneled up from first-level managers and follow a methodical escalation process to the executive team
- Identify opportunities for continuous improvement within the organization
- Ensure fidelity adoption of tools and systems by the customer-facing organization

**Does this sound like you?**:

- Passion for customer-centric and data-backed decision-making
- Strong hands-on attitude to get close to the individual contributors’ work with the customers to guide improvements
- A great degree of ownership of your work
- Clear communicator with a professional presence
- Strong listening skills and openness to feedback from your team members and other departments
- The ability to lead through influence

**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
- 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 (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)

The employee must be authorized to work in the US without company sponsorship.

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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We’re on the lookout for a Director of Customer Success Management to join our team in the US.