Senior Customer Success Manager, EMEA

This is a fully remote position, open to applicants in North America.

📋 Description

• Take charge of customer onboarding to ensure a swift time to value.

• Educate customers and assist them in implementing new use cases.

• Ensure that both customers and Chili Piper teams adhere to established success criteria.

• Collaborate across the Customer organization and engage cross-functionally to pinpoint opportunities and risks, providing recommendations and solutions.

• Actively resolve issues and serve as an escalation point for technical challenges.

• Deliver regular updates, status reports, and next steps through Slack and email, along with weekly one-on-one meetings with the Manager.

• Develop internal best practices and document customer user stories.

• Work closely with Sales, Customer Marketing, and other Post-Sales functions.

• Create customer advocates through case studies and references.

• Spot upsell and cross-sell opportunities for the Account Management team.

⛳️ Requirements

• Technical experience is essential, including experience with Salesforce or Marketing Automation systems or handling technical support cases.

• A foundational understanding of Javascript, HTML, and CSS is required.

• Proven proficiency and experience with Salesforce, with a minimum of 1–2+ years.

• Demonstrated proficiency and experience with Marketing Automation software, with a minimum of 1–2+ years, including Marketo, Pardot, or HubSpot.

• Knowledge of Salesforce implementation, including data model, standard and custom objects, REST API, Administrator, and Managed Package.

• Experience collaborating with cross-functional teams within a customer organization to achieve shared outcomes.

• Proven ability to communicate effectively in both oral and written formats.

• Driven, solutions-oriented, and conscientious.

• A strong passion for customer success and excellence.

• SFDC certifications are a significant advantage.

• Marketing Automation certifications are also a strong plus.

🏝️ Benefits

• Competitive compensation based on market rates, regardless of your location.

• Unlimited vacation policy.

• Comprehensive health, dental, and vision insurance plans.

• Provision of any necessary equipment, software, or technology required for your role.

• Annual professional development stipend of $2,000 USD.

• Equity participation, as all Pipers receive stock options.

• Annual company retreats held in exceptional locations.

• Enjoy freedom and flexibility as part of a fully remote team.

• Work from anywhere in the world.

• Experience autonomy and ownership in your role.