Sr. Customer Success Manager - EMEA

About Chili Piper

Chili Piper is a B2B SaaS company that helps GTM teams turn inbound leads into qualified meetings - instantly. Our Demand Conversion Platform makes it easier for buyers and sellers to connect fast, without the usual friction in the funnel.

We’re a fully remote, global team that loves building solutions that truly help our customers, moving fast, and having fun while creating something meaningful. We’re growing quickly and aiming big!

***Currently hiring for this role within the EMEA region***

The Customer Success Manager will be joining our industry-leading Customer Success team responsible for delivering massive value to our customers, improving retention and product adoption. You will own a portfolio of 80-100 customers who have substantial room to grow in their adoption of Chili Piper.

On a day to day basis, you will be working with customers to onboard them quickly, prove ROI and remove any roadblocks along the way. You will be considered an expert in Chili Piper products, Revenue, Sales, Marketing and CS operations and will take pleasure in coaching your customers to success. This is a highly technical role and an understanding of Javascript, HTML, CSS is required.

Responsibilities

• Own customer onboarding, ensuring fast time to value 

• Train customers and help them implement new use cases

• Hold the customer and Chili Piper teams accountable to meeting defined success criteria

• Engage across the Customers organization and work cross-functionally within Chili Piper to identify opportunities and risks, and present recommendations & solutions

• Proactively solve and act as a point of escalation for technical issues

• Ensure internal visibility by providing regular updates, status and next steps on a regular cadence through Slack and Email, and via weekly 1:1s with your Manager

• Produce internal best practices and customer user stories to make customers lives easier

• Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Customer Marketing, and other Post-Sales functions

• Build customer advocates by developing customer case studies and references to support the growth of Chili Piper

• Identify upsell and cross sell opportunities which are shared with the Account Management team who will then drive commercial negotiations

What We're Looking For

• Motivated, Solutions Driven and Conscientious person who enjoys a fast paced startup environment

• Technical experience is required, e.g., implementing Salesforce or Marketing Automation systems, handling technical support cases 

• Basic understanding of Javascript, HTML, CSS

• Strong proficiency and experience using Salesforce 1-2+ Years Minimum - SFDC Certifications are a strong plus.

• Strong proficiency and experience using Marketing Automation software 1-2+ Years Minimum (Marketo, Pardot, Hubspot, etc.....) - Marketing Automation Certifications are a strong plus.

• SFDC implementation, data model (standard and custom objects), REST API, Administrator, Managed Package

• Experience working with cross functional teams within a customer organization to support a joint outcome

• Demonstrated ability to communicate effectively via oral & written formats

• Passion for customer success & excellence

Additional Information

Why you'll love being a part of our team:

Our team loves Chili Piper because we’re building the company of the future. 

• Work with an immensely talented global team

• Work in a business that’s run fairly and transparently

• Competitive pay based on market rate wherever you live

• We lead by example--showing industry peers and leaders how to innovate, improve, and grow--while having fun

How we work:

• Freedom and flexibility. We’re a 100% distributed team working from around the world, and we've been fully remote since 2016. Our team members can work from wherever they want in the world, as long as they show up on our weekly all hands meeting on Zoom.

• Solve interesting problems. The software landscape has exploded. There are dozens of solutions for each problem. We want to be different. We come up with new angles on existing problems or invent better solutions to help companies with their sales and marketing. Then we turn these ideas into beautiful, smart software.

• Autonomy and ownership. Working on a distributed team means you don’t have someone micromanaging you or looking over your shoulder to make sure you’re getting things done. We’re a team of do-ers who take full ownership for their results.

• Be helpful. Our first value as a company is help. Help our customers be successful. Help our prospects get the right information and make the right decision whether or not it includes our products. Help our team members reach their full potential.

The perks:

• Unlimited vacation (and we do mean it, and we do take it!)

• Generous health, dental, and vision insurance

• Any equipment/software/tech that you need to do your job

• Annual professional development stipend of $2,000 USD

• Equity - all Pipers receive stock options

• Annual company retreat in epic locations (past trips: Paris, Morocco, Tulum, Iceland, Ibiza, India). Check out the video from last year’s retreat in Tenerife.