Customer Success Manager - Native English speaker | London

About us

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, but 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 plans to improve our solution.

• Client Setup and Evolution
• Update existing client 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
• Ensure client satisfaction and follow-up closely on your accounts (i.e., QBR, success metrics).
• Identify upsell opportunities (in collaboration with the sales team).
• Identify potential risks and counter-measures to avoid churns.
• Ensure renewals of contracts (in collaboration with the sales team).

• Tooling and documentation
• 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 client delivery tracking methods.
• 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 4 years of experience in customer success, customer support, or a related field within a SaaS or software environment.
• You have excellent problem-solving abilities and technical proficiency to troubleshoot product-related issues.
• You are a native English speaker.
• You know how to talk to clients, delivering relevant answers and reassuring 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 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, are an excellent listener, and a valuable team member.

What you will get

• A competitive salary package plus equity (ESOP).
• Pension plan.
• Private medical insurance.
• 25 days of annual leave + 8 public holidays.
• Enhanced sick leave.
• 2 days of remote work per week.
• The richness of a multicultural and international team (more than 15 nationalities).
• A unique chance to grow with a fast-scaling innovator.