At a Glance
- Tasks: Deliver exceptional support to clients and enhance customer experience through effective problem-solving.
- Company: Join a fast-scaling innovator in the AI procurement space with a dynamic team.
- Benefits: Competitive salary, equity options, private medical insurance, and generous leave policies.
- Other info: Work in a multicultural environment with opportunities for growth and development.
- Why this job: Be part of a revolutionary company transforming procurement with cutting-edge AI technology.
- Qualifications: 4+ years in customer success or support, excellent problem-solving skills, and native English speaker.
The predicted salary is between 60000 - 80000 £ per year.
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 analyse 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 clients 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
- Client satisfaction
- Ensure client satisfaction and follow-up closely on your accounts (i.e., QBR, success metrics).
- Upsell
- Identify upsell opportunities (in collaboration with sales team).
- Renewals and anti-churn
- Identify potential risks and counter-measures to avoid churns.
- Ensure renewals of contracts (in collaboration with sales team).
- Client satisfaction
- Tooling and documentation
- Tools optimization and implementation.
- 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 clients delivery tracking methods.
- Documentation and process
- 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 prioritise, 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.
Customer Success Manager - Native English speaker | London employer: Pivot
At Pivot, we pride ourselves on being an exceptional employer that champions innovation and employee growth. Our vibrant London office fosters a collaborative work culture where every team member is empowered to contribute to our mission of revolutionising procurement through AI. With competitive salaries, equity options, and a commitment to work-life balance, including remote work flexibility, we offer a unique opportunity for passionate individuals to thrive in a fast-scaling environment alongside a diverse and talented team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Native English speaker | London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pivot. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pivot before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Native English speaker | London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pivot:Your cover letter is your chance to shine! Tell us why you want to work at Pivot specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pivot!
How to prepare for a job interview at Pivot
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
