Customer Success Lead

About Us Pivot is building a smart, engaging and user‑friendly procurement tool for mid‑market companies (300 to 5k employees). These companies struggle with outdated tools, legacy systems, and inefficient procurement processes. By automating and integrating finance workflows, Pivot gives finance teams more strategic value and happier employees. The company was founded mid‑2023 by former C‑levels from fintech unicorns (Qonto and Swile) and a top‑tier engineer. Since then, Pivot raised €5 M in pre‑seed and €20 M in Series A, grew to 50 employees, and serves over 50 customers across 15 countries. Your role Pivot is seeking a highly motivated and experienced Customer Success Lead to join our Operations team. You will be the first line of defense for any client issue or request and will play a key role in evolving our operations processes and tools. Working hand‑in‑hand with the Head of Operations, you will help ensure customer satisfaction, our north star KPI at Pivot. Responsibilities Team lead Oversee a team of 2 Customer Success Managers and continue to build and grow the team. Customer Support Provide top‑notch support to clients, addressing and resolving their issues efficiently and effectively in collaboration with the tech team. Investigate and escalate technical issues to the product and tech teams, relying on your in‑depth product knowledge to analyse customer requests. Draw analyses from what you see, identify root causes, and define action plans to improve our solution. Client Setup and Evolution Update existing client set‑ups based on our client feedback and needs, including validation 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 (e.g., QBR, success metrics). Upsell: identify upsell opportunities (in collaboration with the sales team). Renewals and anti‑churn: identify potential risks and counter‑measures to avoid churn, and ensure renewals of contracts (in collaboration with the 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 success follow‑up. Documentation and process: set‑up new documentation and processes to support both Customer Support and Success improvements. Your Mindset A solver who sees every challenge as an opportunity. A client‑first approach, ready to go above and beyond client expectations. A growth‑mindset individual eager to scale with a dynamic company. Requirements At least 4–5 years of experience in customer success or a related field within a SaaS or software environment. Experience in building a team and managing them while remaining operational and hands‑on. Excellent problem‑solving abilities and technical proficiency to troubleshoot product‑related issues. Strong communication skills, capable of delivering relevant answers and reassuring clients. Strong project‑management skills and the ability to juggle multiple priorities. Proven track record in a startup environment of building and managing Success and Support operations from scratch (e.g., implementing and improving processes and tools). Proactive, able to prioritize, and willing to thrive in our rapidly growing startup environment. Excellent attention to detail, a good listener, and a valuable team member. Fluent in English and French; other languages are a plus. What you will get A competitive salary package plus equity (BSPCE). Meal vouchers (Swile). One day of remote work per week. The Morning Bourse experience, including a gym (with showers), a café, and two rooftop terraces with an amazing view of Paris. Free access to all Parisian Morning buildings (free sport classes, events and talks). The richness of a multicultural and international team (15 nationalities). A unique chance to grow with a fast‑scaling innovator. Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries Software Development #J-18808-Ljbffr