Customer Success Manager

**About us**

Today, the mid-market segment (300 to 5k employee companies) is vastly underserved when it comes to their procurement processes. These companies struggle with outdated and old fashioned tools, dragged down by decades of tech legacy that create more problems than they solve in the day-to-day work of their employees.

Pivot is committed to solving this by building a smart, engaging and user-friendly procurement tool for employees, streamlining purchase processes while providing the right level of control and reporting. We are creating automations and integrations that simplify the work across all finance teams, freeing them up to be more strategic... and surely happier too

The adventure started mid-2023 with three founders, former C-levels from fintech unicorns (Qonto and Swile) and highly experienced engineer from top-notch tech companies.

Since then we’ve raised €5M in pre-seed and €20M in Series A with tier-1 investors and built a team of 40 with a product operating with 40 customers across 15 countries.

We are looking for smart, execution-driven people to join our team, with a strong focus on excellence and a desire to achieve great things as a team.

**The role**

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 Support and Success processes and tools. Working hand-in-hand with the Head of Operations and the Customer Operations managers, you’ll be fundamental in ensuring customer satisfaction, our north star KPI at Pivot.

**Customer support excellence**:

- Provide top-notch support 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.

**Ensure ongoing Customers' success**:

- Prepare and run quarterly business reviews with clients to maximize their success using Pivot
- Identify signals indicating a risk of churn and implement a plan to mitigate or eliminate it

**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.

**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.

**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-minded individual eager to scale with a dynamic company.

**Requirements**:

- You have at least 2 years of experience in customer success, customer support, or a related field within a SaaS or software environment; within a start up or scale up
- Excellent problem-solving abilities and technical proficiency to troubleshoot product-related issues.
- 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 improving customer service processes and tools.
- You have experience in a startup environment, building support systems and processes from scratch.
- You are fluent in French and English.
- 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.
- [Nice to have] You have no-code / IA / automation skills and you know how to use tools like Zapier or Make

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