What are the responsibilities and job description for the Customer Success Manager USA position at Pitcher?
Headquartered in Zurich, Switzerland, Pitcher has been transforming the way sales teams interact with customers since 2011. Our all-in-one sales enablement platform serves global brands across industries like Life Sciences, Consumer Goods, Manufacturing, and Financial Services, empowering over 136 countries to deliver exceptional sales experiences. With a strong focus on innovation and customer-centricity, Pitcher enables organizations to drive more sales and enhance the engagement of field sales teams with tools like CRM and ERP systems.
Now, we’re expanding even further—bringing our revolutionary solutions to more markets worldwide. This is your opportunity to make a lasting impact in an innovative, fast-paced, and global environment.
We are looking for a
Senior Customer Success Manager (Remote USA)
Key Responsibilities
- Customer Onboarding & Adoption: Guide new customers through onboarding, ensuring smooth and successful product adoption. Conduct training and provide ongoing support to help customers get the most value from Pitcher’s platform.
- Relationship Building & Consultation: Develop trusted, long-term relationships with key customer stakeholders. Proactively advise customers on best practices, product usage, and strategies to optimize their sales enablement processes.
- Proactive & Reactive Engagement: Engage with customers to address their evolving needs, solve challenges, and ensure ongoing success in close collaboration with our support team.. Proactively identify and drive adoption initiatives, while also addressing risk through reactive actions when needed.
- Strategic Account Management: Work closely with customers to understand their goals, aligning Pitcher’s solutions with their business objectives. Identify opportunities for upselling and cross-selling additional products or services to enhance value.
- Customer Feedback & Product Improvement: Collect and analyze customer feedback to ensure continuous improvement of the product. Work with internal teams to advocate for customer needs and contribute to future product developments.
- Retention & Growth: Develop strategies to reduce churn and enhance retention. Deliver value-driven engagement that supports customers’ long-term success with Pitcher.
What We’re Looking For
- Proven Experience: A background in Customer Success or similar roles in a SaaS environment, with a strong track record of managing accounts, improving product adoption, and driving customer satisfaction.
- Relationship & Communication Skills: Exceptional ability to engage with customers at all levels, build strong relationships, and communicate value effectively.
- Product Knowledge: You are technically savvy and comfortable learning new technologies, particularly in the context of sales enablement tools, CRM, and ERP systems. Ability to quickly grasp and articulate the technical aspects of Pitcher's AI-driven features, mobile capabilities, and integration potential.
- Strategic & Tactical Excellence: You can both think strategically to guide customers to long-term success and execute on day-to-day tasks to ensure customers are achieving quick wins.
- Organized & Goal-Oriented: Highly organized with the ability to manage multiple accounts, identify key opportunities, and meet performance metrics.
- Educational Background: A degree in Business, Marketing, Communications, or a related field is preferred.
- Travel: traveling globally might be requested (up to 20% of your time)