Customer Success Specialist

About the Role

Pipefy is seeking a Customer Success Manager to empower professionals globally through intelligent workflow automation software.

Key Responsibilities

• Lead and own all post-implementation calls: Executive Business Reviews, Growth Plan Development, Adoption, and Process Reviews, and Renewals.
• Support customers on identifying and driving adoption on new and existing projects, orchestrating solutions with internal and external teams.
• Build positive relationships, demonstrating product knowledge to propose new approaches to drive efficiency, and ability to build and execute success plans.
• Identify opportunities for growth and accelerate client’s adoption of new processes in Pipefy by delivering and communicating customer ROI.
• Act as the customer's voice and provide feedback to internal teams on how to better serve customers.
• Understand risks and opportunities within your customer portfolio to build short and long-term strategic plans for retention and growth.
• Primarily responsible for customer retention and customer health score, ensuring the customer journey is on track and adjusting as needed based on customer data.

Requirements & Tech Stack

• Knowledge in customer success activities.
• High prioritization skills and process orientation.
• Strong sense of ownership with a bias for action.
• Excellent communication and presentation skills, with the ability to establish credibility with executives.
• Intermediate English knowledge.
• Ability to embrace continuous improvement and contribute to team processes and procedures.
• Enthusiastic and dedicated approach to connect customers, understand their needs, and ensure they realize the full value of Pipefy products and services.
• Experience working with cross-functional teams (e.g., Sales, Product, Engineering, Marketing).
• Willingness to learn and improve quickly.

Differential:

• Served large companies (+500 employees).

Plus:

• Knowledge in B2B SaaS.
• Experience working in or with Global System Integrator (GSI) or BPO companies.