Customer Success Manager

About the role

Every company that scales lives or dies by its procurement function. It manages the vendor relationships that keep operations running, the financial guardrails that prevent overspend, and the supply chain resilience that determines whether a company survives a crisis or folds under one. And yet, the people doing this work spend 80% of their time in spreadsheets. Not because they lack ambition, because the tools haven't changed in 25 years. Pivot is building the AI operating system for procurement: enterprise-grade infrastructure that hands the manual grind to AI agents so procurement teams can do what they were actually hired to do, shape the strategic future of their companies. Our platform combines intake, approvals, vendor management, invoice matching, and ERP integrations in a single AI-native platform. We've lived this frustration firsthand. We built Pivot because we couldn't find what we needed, and because we believe procurement shouldn't be the last function to enter the AI era. It should be the first. The adventure started mid-2023 with three founders, former C-levels from fintech unicorns (Qonto and Swile) and highly experienced engineers from top-notch tech companies. We've since raised $40M in a Series B round, totaling our funding to $70M, coming from tier-1 investors. We've built a team of 70, are operating across 25+ countries , and are trusted by enterprise leaders like DoorDash, Lemonade, Wolt, and Flix We're looking for smart, execution-driven people who care about building something exceptional. Your 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 Operations processes and tools. Working hand-in-hand with the Customer Success Lead and the Customer Operations managers, you'll be fundamental in ensuring customer satisfaction, our north star KPI at Pivot. Customer Care excellence 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, 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 Client Setup and Evolution Update existing clients setups based on our client feedback and needs, including 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 (i.e., QBR, success metrics) Upsell Identify upsell opportunities (in collaboration with sales team) Renewals and anti-churn Identify potential risks and counter-measure to avoid churns Ensure renewals of contracts (in collaboration with 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 clients delivery tracking methods 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-minded individual eager to scale with a dynamic company.

Requirements

• You have at least 3 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.
• 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 managing support operations and improving customer service processes and tools.
• You have experience in a startup environment, building support systems and processes from scratch.
• You are fluent in 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, a

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Company Intel

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