Customer Success Manager

About the job

Pdftools is on a mission to empower people and businesses to share documents with trust and confidence, today and in the future! In over 70 countries, more than 6000 customers trust our PDF technology to power their mission-critical business processes. 

As a pioneer in the PDF industry since 1994 we have been instrumental in shaping the PDF standard as it is known today. We enable our customers to do their business effectively with a wide range of software solutions and developer components that define the PDF solution they can trust. Built with precision and passion in Switzerland. We are proud to say that we have an inclusive, supportive, and fun culture, yet ambitious in helping you grow your career.

Our team is made up of PDF technology veterans. We are extremely customer-focused, fun and hardworking team members across product, engineering, marketing, sales and more! We share common set of values that we look for in every new hire:

• We Get A Kick Out Of Solving Problems
• We Before I
• Always Learn, Always Improve
• We Take Ownership
• We Focus On What Matters

Come join us in Barcelona on our mission to empower people and businesses to share documents with trust and confidence, today and in the future!

About the role

We’re looking for a high energy, dynamic and passionate Customer Success Manager (CSM) for our strategic clients. You’ll be responsible for managing your portfolio. Ensuring customers are happy and willing to stay. You will ensure customers are happy and motivated to stay, upgrade and expand.

Each day, you’ll help customers manage our product usages, find compelling solutions for their document management demands, negotiate pricing, navigate technical conversations, and work with Product Managers and Support to ensure 360° customer satisfaction. Your focus lies on developing and nurturing our current clients and identify new business opportunities among existing customers while ensuring their needs are met, which is essential to help retain customers and increase renewal rates

About you

• You have been in the forefront in establishing strong business relationships with key stakeholders, decision makers, technical evaluators and C-Level Executives of your customer portfolio for 3-5 years.
• You have a strong knowledge of SaaS sales along with a track record of winning multi year 4-6 figure deals in a retention-focused environment.
• You are a self-motivated, hard worker and fast learner with an exceptional ability to communicate with and orchestrate multiple stakeholders at the same time. Understanding our customers’ business and technical challenges and goals and being able to see the bigger picture is vital for this role.
• You can assemble information from various sources and craft them into meaningful value propositions without losing focus on achieving your targets.
• You are fluent in German (must!).
• Experience with hubspot is a big plus.

Responsibilities

Customer Relationship Management and Expansion:

• Develop and nurture strong relationships with current clients (direct, partners, resellers).
• Consult with customers to find solutions to problems in document lifecycle management.
• Lead contract negotiations and pricing discussions.
• Consolidate customer feedback and collaborate with Product Managers on roadmaps.
• Act as the primary point of contact for specific accounts and client needs.
• Serve as a brand ambassador for products and create tailored sales pitches.

Account Management:

• Ensure accounts receive services within budget and meet their needs.
• Accurately manage key accounts in the CRM system (HubSpot).
• Document all customer calls, emails, and meetings.
• Identify opportunities to improve efficiency and effectiveness.
• Monitor customer satisfaction and address concerns for high retention rates.
• Draft strategic plans and proposals for expansion revenue opportunities.

Strategy and Revenue Growth:

• Focus on revenue retention strategies to ensure existing customers continue to generate revenue for the company.
• Monitor, analyze, and shape tactics and strategies for revenue opportunities.
• Collaborate internally with the Sales Leadership Team, Product Managers, Marketing, and Customer Support to increase efficiency.
• Ensure products set up clients for success.

Why Pdftools

🌍 You get to impact the way over 1000 B2B customers get work done every month.

🚀 Push boundaries and dare to fail—that’s how we learn!

💻 Enjoy the flexibility of a hybrid work environment, and meet your team occasionally to work together and strengthen the team bond.

👶 16 weeks of parental leave - for mothers and fathers - 100% of your salary.

🏝️ 30 vacation days—yep, you read that right!

🐶 Don’t leave your four-legged friends at home. Our offices are pet-friendly.

🧳 Need a long break? We offer sabbatical leave to employees who’ve been with us for over 2 years.

📚 A personal development budget of up to 2000 CHF every year, plus days off for courses or training.

🤓 Internal knowledge sharing and external coaching options during your working hours to boost both your hard and soft skills.

🥧 Possibility of a Phantom stock option plan (PSOP). (Conditions apply.)

👩‍💻 Hack days to challenge you and your team, plus build amazing things.