Customer Success Specialist

Pipefy; Bengaluru; Hybrid; INR 1,200,000 - 2,400,000; Full time

Job summary

Pipefy is seeking a Customer Success Manager in Bengaluru to guide strategic accounts through digital transformation and maximize value from Pipefy solutions. You will own post-implementation activities, build executive relationships, and identify growth opportunities while ensuring customers achieve measurable ROI.

You will collaborate with Sales, Product, Engineering, and Marketing teams to drive adoption, reduce churn, and deliver a superior client experience across 180+ countries.

Qualifications

• Experience in customer success activities.
• Strong ownership with proactive approach.
• Excellent communication and executive-level presentation.
• Ability to work with cross-functional teams.
• Intermediate English knowledge.

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 when needed
• 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 the new processes in Pipefy by delivering and communicating customer ROI
• Be the customer's voice and provide feedback to internal teams on how we can better serve our customers
• Understand where are the risks and opportunities in your customer portfolio, in order to build a short and long term strategic plan to both retain and grow them
• You will be mainly responsible for customer retention and customer health score, guaranteeing the customer journey is on track and adjusting the route whenever needed always looking to customer data, and having a strong sense of data

Skills

Customer success

Communication

Cross-functional teams

English proficiency

Job description

We are a collective group of fearless people with a clear purpose: to empower professionals around the world through intelligent workflow automation software. Currently, more than 400 people across 7 countries work with us, remotely or in a hybrid way, to make life easier for over 3,000 companies using Pipefy in more than 180 countries. Since our founding in 2015, we have put people at the center of everything we do, so we invite you to learn more about this position and apply to be part of our team.

Job Description:

We believe we must earn our customers' business and that it is not just possible but also our obligation to provide value and a great customer experience to all Pipefy clients. This mindset guides everything that we do: we need to go above and beyond to understand our customers and their needs, build meaningful relationships with them and help them grow with us.

As a Customer Success Manager, you will be responsible for working with Pipefy key customers, guiding them through a digital transformation journey, improving the value they get out of Pipefy solutions, finding new opportunities to increase impact and grow the account, and delivering a great customer experience.

Main 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 when needed
• 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 the new processes in Pipefy by delivering and communicating customer ROI
• Be the customer's voice and provide feedback to internal teams on how we can better serve our customers
• Understand where are the risks and opportunities in your customer portfolio, in order to build a short and long term strategic plan to both retain and grow them
• You will be mainly responsible for customer retention and customer health score, guaranteeing the customer journey is on track and adjusting the route whenever needed always looking to customer data, and having a strong sense of data

Requirements:

• Knowledge in customer success activities
• High prioritization skills and process orientation
• A strong sense of ownership with a bias for action and willingness to roll up your sleeves
• Excellent communication and presentation skills with the ability to establish credibility with executives
• Intermediate English knowledge
• Ability to embrace the mindset of continuous improvement and actively contribute to the process and procedure of the team
• Enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring they understand and realize the full value of our products and services
• Experience working with cross-functional teams (e.g. Sales, Product, Engineering, Marketing)
• Willingness to learn and improve fast
• Having served large companies (+500 employees) will be a differential
• Knowledge in B2B SaaS is a plus
• Experience working in or with Global System Integrator (GSI) or BPO companies is a plus