Customer Success Manager

As a Customer Success Manager at Pitch you’ll be responsible for building relationships with our larger customers and growing their usage of Pitch. In every interaction, we aim to highlight the value our pitching platform brings to their business and helps them achieve their goals. We strive to provide an unparalleled customer experience from the initial negotiation through onboarding, training, and renewals, to ensure customers remain loyal users and advocates for Pitch.

You’ll be part of the Customer Experience team and deliver towards our goals for expanding paid workspaces, engage with free workspaces that fit our ideal customer profile, and handle new business deals. If you’re passionate about helping customers find success and are eager to work with a remote team, we’d love to talk to you!

What you’ll do

• Become a Pitch and pitching expert, and be a strategic consultant to some of our top customers (mostly based in Europe and North America). Learn all about their needs and proactively guide them towards their desired outcome.
• Represent Pitch to our customers, conveying our strategic and product direction, and help customers understand how they can get the most value from our pitching platform.
• Identify opportunities for expansion and manage our deal pipeline, create compelling pricing proposals for customers, and close different types of commercial deals.
• Onboard larger or strategically important teams, hold training sessions, answer product-related questions, drive adoption, and manage renewals.
• Contact customers on both paid and free plans individually or at scale using various communication channels to engage with key users and decision makers. Map out relevant contacts and involve members from our product and leadership teams.
• Implement processes and optimize tooling to effectively manage customer relationships, and create playbooks and training materials for others on the team as needed.
• Cultivate your knowledge about our customers and constantly advocate for them internally. Highlight use cases, challenges, churn reasons, and feedback to influence the product roadmap.
• Identify successful customers and encourage them to participate in marketing promotions, case studies, product betas and feedback calls, etc.

Who we are looking for:

• You have 2+ years of experience as a customer success manager, account manager/executive, or sales/business development manager, ideally in a SaaS environment.
• You have solid experience in pitching and selling, and know what it takes to win work or commercial deals. You’re confident with discovery, proposal creation, and negotiation.
• You have a track record of building strong relationships and growing revenue working with small and medium-sized businesses, and foundational knowledge of customer success norms, processes, and KPIs.
• You’re an excellent and confident communicator, thrive in conversations with customers, and communicate with empathy, especially in challenging situations.
• You like to try out the latest tools and AI solutions, like to dive deep into software, and can hold in-depth conversations about business value as well as features.
• You’ve worked with CRMs and customer communication platforms such as Hubspot or Salesforce, Intercom, Customer.io or similar, and know how to get the most of these tools to work efficiently towards your goals.
• You’re a self-starter and are excited to help shape the way our team works. You have a vision for what you want to achieve, work in an organized way, and document what you do.
• You’re comfortable wearing multiple hats in a start-up environment and eager to learn more about those areas you have less experience in. You proactively seek out learning resources and are curious to dive into new topics.
• You know how to represent your customers internally, and how to share their feedback constructively with other teams. Having worked with customer communities is a plus!

We value diversity of perspective and seek to build an inclusive workplace that welcomes people from all different backgrounds.