Job Description
The CB Insights Customer Success Manager II is responsible for maintaining a portfolio of Accounts that include the world’s leading corporate Strategy and Innovation groups along with venture capital firms. This position delicately governs customer relationships and consistently illustrates the value delivered through CB Insights' software & services. The Senior Customer Success Manager serves as the internal voice of the customer while working with other CB Insights’ teams to exceed customer expectations. This individual's performance is based on specific metrics associated with customer on-boarding, product adoption, expansion & retention.
About the Customer Success Team:Working on our team is unique mostly because of our amazing clients, the problems we are helping them solve, and our team's diversity.
Every day our team speaks with the best and brightest people at Fortune 500 companies. Our clients are looking to us to help them solve interesting challenges on how some of the largest organizations in the world are adapting to emerging tech trends. Being a part of the CBI Customer Success team means being a part of that equation.
The uniqueness of the CS Team is driven by our group's diversity. You can look around and you'll find very few people with similar backgrounds. We each bring our own story which creates a very special environment for creativity, fun, strategy, and success.
Your Main Tasks:- Actively manage a portfolio of 30-40 assigned mid-market accounts so that customers may achieve their positive business outcomes via CB Insights’ software & services. Portfolio averages $2M ARR.
- Drive customer software engagement & development of power users across customer organizations.
- Implement Customer Success Plans for assigned accounts.
- Expand customer relationships by driving upsell, cross-sell and expansion sales in partnership with business development team.
- Run the renewal process for assigned portfolio of accounts.
- Maintain communication & governance protocols across customer & CB Insights’ teams.
- Effectively solve ad-hoc customer issues as needed.
- Bring to bear predictive renewal analytics to identify customer expansion opportunities & churn risks.
- Collaborate across the organization to ensure strong customer feedback loop, productive client campaigns, and successful land-and expand activities.
- Stay current & educate customers on CB Insights’ products, competitive landscape & innovation trends.
- Embrace & contribute to Customer Success team standard methodologies.
- B.S. or B.A. in business management, finance, economics or similar study. MBA preferred.
- Validated results in prior role.
- At least 3 years of prior account management and/or customer success experience, preferably within enterprise software or SaaS.
- Expertise with Excel and CRMs, preferably Salesforce.
- Proficiency communicating data via Excel, Salesforce and other business intelligence tools.
- Real passion for advising clients.
- The ability to establish credibility with key customer decision makers & influencers, including C-suite level.
- Innate curiosity and a passion for learning.
- Strong verbal/written communication & presentation skills combined with extraordinary listening skills.
- Strong problem solving & analytical skills that allow you to formulate solutions that deliver real business value.
- Ability to recognize and maximize new business opportunities.
- Strong negotiation skills with the ability to make sound recommendations
- Multi tasking down to a science; handling multiple accounts & assignments simultaneously.
- High motivation with an insatiable drive, relentless hunger for success, unwavering competitiveness, and a strong growth mindset.
Please note this is a US-based role.
In addition to base salary, this role is also eligible for commission.
A little bit about our pay practices: Typically, we will hire at our Hiring Target, but actual starting pay may be based on several factors, including, but not limited to, market rate, the qualified pool of candidates, internal compensation, candidate experience, and budgetary constraints.
What We’re All About
We’re on a mission to enable every organization to make smarter decisions about tech by bringing machine and human intelligence together. Whether it’s finding a new game-changing vendor or understanding a new market, it’s easier, faster and smarter with CB Insights. All made possible by the smartest, hardest-working team in tech. We:
- Build Dope Isht
- Seek the Truth
- Create Simplicity
- Dive Deep
- Own Outcomes
- Push Limits
What We Offer
- Award-winning culture: recognized by Inc., Glassdoor, and Builtin for leadership, opportunity, and engagement
- Industry Insight: over 700k+ people follow our tech newsletter: sign up here
- Better Benefits: Healthcare with HSA and FSA options, dental, and vision insurance along with great time off and unlimited sick day policy, plus lots of other perks
- Plan for the future: 401k with up to 4% match
- Continued Learning: $1,000 yearly continuing education stipend
Why you don’t want to work here:
- You are a tech pessimist
- Radical Candor isn’t your style
- You focus on outputs instead of outcomes
- You like to build big processes
- You stay @ the 30,000 foot view instead of digging into the details
- You prefer your comfort zone instead of a challenge
Equal Opportunity Employer: CB Insights is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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Date Posted
06/16/2023
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