Customer Success Manager, French speaker

As a Customer Success Manager at Pipedrive, you will be responsible for onboarding new customers, developing success plans tailored to their needs, and maintaining strong relationships with key stakeholders. Your goal is to drive user acquisition, enhance engagement, ensure retention, and uncover opportunities for upselling within your portfolio. You will need to advocate for the customer's voice, providing valuable insights back to the company.

To be considered for the Customer Success Manager role at Pipedrive, you should have at least 2 years of experience in Account Management or Customer Success, preferably in the tech industry. Fluent communication in both French and English is a necessity, along with strong active listening skills and a knack for managing competing priorities while maintaining the customer's personal touch.

Pipedrive offers a supportive, value-driven work environment that prioritizes people. Our team is diverse, with over 50 nationalities and offices worldwide, providing a rich cultural experience. Employees benefit from flexible working hours, room for personal and career development, and competitive salaries with additional benefits. We take our work seriously, but we also know how to have fun!

A Customer Success Manager at Pipedrive contributes to enhanced customer satisfaction by actively engaging with clients, understanding their needs, and ensuring they achieve their goals with our platform. By facilitating onboarding processes, conducting regular follow-ups, and providing tailored support, you will help customers fully realize the product's value, leading to increased retention and upsell opportunities.

Customer Success Managers at Pipedrive use a variety of tools, including CRM and CSM systems like Gainsight, to track customer interactions, manage accounts, and monitor engagement metrics. These tools help ensure timely delivery of solutions according to client objectives, allowing managers to provide a personalized experience and identify opportunities for upselling.

Yes, Pipedrive is proud to be an equal opportunity employer. We encourage diversity and inclusivity in the workplace, welcoming applicants regardless of age, gender, race, religion, disability, sexual orientation, gender identity, or veteran status. We believe that different perspectives enrich our work culture and drive innovation.

At Pipedrive, there are ample opportunities for career development for Customer Success Managers. We offer both internal and external training programs that empower employees to enhance their skills in customer engagement, account management, and product knowledge. Additionally, we encourage personal growth and provide a platform for team members to share ideas and innovations.

When faced with challenging customer situations, it's important to remain calm and empathetic. Listen actively to the customer's concerns, acknowledge their feelings, and express your commitment to finding a resolution. It’s vital to follow through with action steps and communicate transparently, ensuring the customer feels heard and valued.

To drive customer engagement, I focus on personalized communication and regular check-ins. By understanding the customer's business goals and challenges, I can tailor strategies that encourage product usage. Utilizing data analytics to monitor customer activity helps identify opportunities for further engagement and upselling.

In a previous role, I developed a structured onboarding process that involved a series of interactive training sessions, customized success plans, and continuous follow-ups. This approach helped customers quickly adapt to the platform, understand its features, and achieve meaningful results, leading to a positive impact on retention and satisfaction.

I prioritize customer accounts by assessing factors such as revenue potential, account health, and urgency of customer needs. Utilizing CRM tools to track interactions and set reminders ensures I stay organized. Balancing proactive outreach with responsive support allows me to effectively manage multiple accounts without sacrificing quality.

Feedback is crucial in my approach to customer success. I regularly solicit feedback through surveys and direct conversations, using this input to refine processes and address concerns. This two-way communication fosters trust and demonstrates our commitment to meeting customer needs, ultimately enhancing satisfaction and retention.

To ensure customers are realizing value from the product, I conduct regular check-ins to discuss their goals and how our features can support them. I provide guidance on best practices and share performance metrics to highlight successes. By helping customers align our offerings with their objectives, I increase their satisfaction and loyalty.

When identifying upsell opportunities, I first assess the customer's current use of the product and their business growth. I then tailor recommendations based on their needs, showcasing how additional features can enhance their success. Open communication and solid relationship-building are essential while mapping out these opportunities.

I stay current with product updates by regularly attending training sessions, participating in team meetings, and engaging with our development team. I also leverage our knowledge base and resources, ensuring I can provide customers with up-to-date and accurate information, thereby reinforcing my role as a trusted advisor.

I recall a situation where a customer was frustrated due to a persistent issue with our platform. I actively listened to their concerns, took immediate action to resolve the issue, and kept them informed throughout the process. After the problem was fixed, I followed up to ensure their needs were met and offered additional resources. Their positive turnaround was a rewarding experience.

I am drawn to the Customer Success Manager role at Pipedrive because of its commitment to empowering sales and marketing teams. The diverse workplace and focus on personal development resonate with my values. I am excited about the opportunity to leverage my skills to create meaningful customer relationships while contributing to Pipedrive's continued growth.