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About the Role
Pivot is seeking a Customer Success Manager to ensure clients receive outstanding support and an exceptional customer experience. This role is crucial in evolving our Operations processes and tools, working hand-in-hand with the Customer Success Lead and Customer Operations managers to ensure customer satisfaction.
Responsibilities
- Provide top-notch care 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, analyzing customer requests with in-depth product knowledge.
- Draw analyses from observations, identify root causes, and define action plans to improve the solution.
- Update existing client setups based on client feedback and needs, including workflows and intake forms.
- Ensure all client interactions are documented and follow up on client requests promptly.
- 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.
- Ensure client satisfaction and follow-up closely on accounts (e.g., QBR, success metrics).
- Identify upsell opportunities in collaboration with the sales team.
- Identify potential risks and counter-measures to avoid churns.
- Ensure renewals of contracts in collaboration with the sales team.
- Evaluate and implement new customer support tools, including communication channels and ticketing systems.
- Conduct benchmarking and select the best solutions to enhance support infrastructure and client delivery tracking methods.
- Set up new documentation and processes to support Customer Support and Success improvements.
Requirements
- At least 4 years of experience in customer success, customer support, or a related field within a SaaS or software environment.
- Excellent problem-solving abilities and technical proficiency to troubleshoot product-related issues.
- Native English speaker.
- Ability to communicate effectively with clients, delivering relevant answers and reassurance.
- Strong project management skills and the ability to juggle multiple priorities.
- Proven track record of managing support operations and improving customer service processes and tools.
- Experience in a startup environment, building support systems and processes from scratch.
- Proactive, able to prioritize, and willing to thrive in a rapidly growing startup environment.
- Pays close attention to details, is an excellent listener, and a valuable team member.
Skills
- Customer Success
- Customer Support
- SaaS
- Software
- Problem-solving
- Technical Proficiency
- Project Management
- Client Communication
- Startup Environment
- Detail-oriented
- Listening Skills
Location
- Remote
Work Type
- Remote
- Hybrid
Experience Level
- 4+ years
Benefits
- Competitive salary package plus equity (ESOP)
- Pension plan
- Private medical insurance
- 25 days of annual leave + 8 public holidays
- Enhanced sick leave
- 2 days of remote work per week
About the Company
- Pivot is building the AI operating system for procurement, providing enterprise-grade infrastructure that hands manual tasks to AI agents.
- The platform combines intake, approvals, vendor management, invoice matching, and ERP integrations in a single AI-native platform.
- Founded mid-2023 by former C-levels from fintech unicorns and experienced engineers.
- Raised $40M in a Series B round, totaling $70M in funding from tier-1 investors.
- Has a team of 70 employees and operates across 25+ countries.
- Trusted by enterprise leaders like DoorDash, Lemonade, Wolt, and Flix.