Customer Success Manager

About the Role:

"Customers are King!" Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook Platform.

The Customer Success Manager supports accounts that are of strategic importance to PitchBook and works with a team to complete all account-related requests and activities. They will develop a deep knowledge of their clients’ industries and sectors, their strategic business needs, and help optimize usage of the PitchBook platform. They will maintain relationships with key contacts, encourage engagement with underutilized product elements, and drive client retention and expansion.

Primary Job Responsibilities:

• Achieve Net Renewal Rate goals measured quarterly while providing excellent support to clients
• Act as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the PitchBook platform
• Onboard new clients and conducts training sessions, including in person, designed to meet the individual business needs of each client
• Proactively goes above and beyond to ensure client satisfaction and success throughout the entire client lifecycle
• Conduct formal business reviews with each client designed to measure renewal probability, client achievement of pre-set goals, client satisfaction and to provide continual product education
• Serve as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoption
• Build PitchBook champions at all levels of seniority at client firm
• Engage regularly with Account Managers to strategize on account retention and growth opportunities
• Conduct client demonstration sessions designed to highlight how the PitchBook platform addresses the needs of the account and individual end users with a consultative approach
• Use Salesforce and Tableau to effectively manage client relationship through call logging, usage data monitoring and task management
• Work continuously to document the details of each client interaction in Salesforce to improve customer information and drive retention
• Drive engagement with clients through personally crafted emails and/or marketing provided materials via Highspot
• Utilize Outreach to assist in regular and timely communication with clients as needed
• Comprehend and demonstrate, why and how each of our client types engages with our product and our data
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Skills and Qualifications:

• Bachelor’s degree or equivalent experience
• 2+ years of account management experience preferred
• Prior experience with Gainsight or similar customer success management software
• Have excellent verbal and written communication skills with a keen eye for detail
• Enjoys relationship building; comfortable to engage a diverse array of clients to learn their business needs and provide value
• Exemplary presentation skills
• Knowledge of the Microsoft Office suite including Outlook, Word and Excel
• Has an appreciation for the private equity and venture capital marketplace and the ability to learn and demonstrate how clients can benefit from engaging with new product features and new data
• Curious, able, and interested to learn about client needs
• Organized with terrific prioritization skills
• Self-motivated, persistent and goal-oriented attitude and can work effectively as part of a team

Benefits + Compensation at PitchBook:

Physical Health            

• Comprehensive health benefits
• Additional medical wellness incentives 
• STD, LTD, AD&D and life insurance

Emotional Health 

• Paid sabbatical program after four years
• Paid family and paternity leave 
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend 
• Robust training programs on industry and soft skills 
• Employee assistance program
• Generous allotment of vacation days, sick days and volunteer days 

Social Health 

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare  
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program  
• Quarterly team building events

Financial Health 

• 401k match
• Shared ownership employee stock program 
• Monthly transportation stipend  

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Compensation

• Annual base salary: $105,000
• Annual on target variable commission of fully ramped representative meeting expectations: $20,000

*Starting pay will be based on several factors and commensurate with qualifications & experience. We also have a location-based compensation structure; there may be different ranges for candidates by location.

Life At PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It’s our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning and reflecting on what we’ve heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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