Senior Customer Success Manager

What you'll do

• Be a strategic consultant to our top customers, mostly based in Europe and the US. Learn all about their needs, and proactively support them to get more out of Pitch.
• Become a Pitch expert, and use this knowledge to effectively guide customers towards their desired outcome.
• Represent Pitch to our customers, conveying our strategic and product direction, and help customers to understand how they can get most value from our product.
• Identify opportunities for expansion and manage our deal pipeline, create compelling pricing proposals for customers, and close different types of deals.
• Onboard larger or strategically important teams, hold training sessions, answer product-related questions, drive adoption, and manage renewals.
• Implement processes and optimize tooling to effectively manage customer relationships, define key metrics, and create playbooks and training materials for others on the team.
• Identify successful customers and encourage them to become active community members who participate in events, case studies, product betas, and campaigns.
• Cultivate your knowledge about our customers and constantly advocate for them internally. Highlight challenges, churn reasons, and feedback to influence the product roadmap.

Who we are looking for

• You have at least 5 years of relevant experience in a customer facing role, including 2+ years as a customer success or account manager, ideally in a SaaS environment.
• You have a track record of building strong relationships and growing revenue working with small and medium-sized businesses. Experience with enterprise customers is a plus.
• You have a strong foundation in customer success or account management norms, processes, and KPIs.
• You're a self-starter and are excited to build up a new function at Pitch. You have a vision for what you want to achieve, work in an organized way, and document what you do.
• You're an excellent and confident communicator, thrive in conversations with customers, and communicate with empathy, especially in challenging situations.
• You're always trying out the latest tools, like to dive deep into software, and can hold in-depth conversations about business value as well as features.
• You know how to represent your customers internally, and how to share their needs and feedback constructively with other teams.
• You've worked with a CRM system such as Hubspot or Salesforce, and know how to get the most of these tools to work efficiently towards your goals.