Senior Customer Success Manager - EMEA

About the role

Chili Piper is a B2B SaaS company that helps GTM teams turn inbound leads into qualified meetings with its Demand Conversion Platform. It is hiring a Senior Customer Success Manager for the EMEA region, joining a fully remote, global Customer Success team. The manager owns a portfolio of 80-100 customers with room to grow and works with them to onboard quickly, prove ROI and remove roadblocks. The role is highly technical and requires knowledge of JavaScript, HTML and CSS.

Key responsibilities

• Own customer onboarding and ensure fast time to value
• Train customers and help them implement new use cases
• Hold customers and the Chili Piper teams accountable to defined success criteria
• Work cross-functionally to identify opportunities and risks and present recommendations and solutions
• Solve technical issues proactively and act as escalation point
• Share regular updates, status and next steps with the manager via Slack, email and weekly 1:1s
• Produce internal best practices and customer user stories
• Support Sales, Customer Marketing and other post-sales functions
• Develop customer case studies and references
• Identify upsell and cross-sell opportunities shared with Account Management

Required profile

• Motivated, solutions-driven and conscientious person who enjoys a fast-paced startup environment
• Technical experience, e.g. implementing Salesforce or marketing automation systems, handling technical support cases
• 1-2+ years minimum; Salesforce and marketing automation certifications are a strong plus
• Experience working with cross-functional teams inside a customer organization
• Effective oral and written communication

Required skills

• Basic understanding of JavaScript, HTML and CSS
• Strong proficiency with Salesforce (implementation, data model, REST API, administrator, managed packages)
• Strong proficiency with marketing automation tools such as Marketo, Pardot or HubSpot

What we offer

• 100% remote work with autonomy and ownership
• Unlimited vacation
• Health, dental and vision insurance
• Professional development stipend of $2,000 USD
• Stock options
• Annual company retreat