Senior Manager, Customer Success

Drive CB Insights' growth as a leader of our Customer Success team.

The role you'll play:

The Senior Manager of Customer Success will contribute to the development of a world-class Customer Success team that ensures customers achieve their desired outcomes through the adoption of CB Insights’ software & services. You will lead a team of Customer Success Managers across a portfolio of assigned accounts, will collaborate with other teams across CB Insights and will engage directly with customers. Performance is evaluated upon 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:

• Lead a team of CS Managers to increase team results & employee engagement.
• Establish goals, direct work & manage team member’s day-to-day activities including customer on-boarding, training, product adoption, expansion & renewals.
• Implement Account team recruitment, hiring, training & retention strategies.
• Develop & execute an effective customer on-boarding program to deliver customer value as quickly as possible.
• Work internally and across customer organizations to implement success plays to increase customer adoption of CB Insights platform.
• Advise team to develop & implement Account Plans for assigned accounts.  Includes establishing communication & governance schedules to highlight value delivered to customers.
• Collaborate with Sales Leadership & Account Executives to support growth opportunities within key accounts.
• Design and implement customer retention and growth plays to increase renewal rates, seed growth opportunities, and reduce churn.
• Leverage predictive analytics to identify & mitigate at-risk accounts
• Consistently report results to senior management.
• Stay current on CB Insights products, competitive landscape and innovation trends.

Core Skills & Talents:

• Passion to raise performance levels of team members.
• Ability to establish credibility with key customer decision makers & influencers.
• Strong verbal & written communication abilities including strong presentation skills.
• Exceptional problem solving & analytical skills; formulate solutions that deliver real business value.
• Well organized; simultaneously manage a portfolio of direct reports, customer & internal relationships.
• A drive to exceed goals that is internal, constant & self-imposed.

What you bring to the table:

• B.S. or B.A. in business management, finance, economics or similar study.  MBA preferred.
• 4+ years of prior account management and/or customer success experience, preferably within enterprise software or SaaS.
• 3-5 years leadership experience.
• Proven track record of managing enterprise client portfolios of at least $10 million.
• Expertise with Excel and CRMs, preferably Salesforce.
• Ability to travel up to 10% of the time.

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.

Compensation$110,250—$139,650 USD

What we're all about 

We're on a mission to advance the technology economy -- one driven by innovation, markets, and entrepreneurship. We believe a thriving technology economy powers a thriving society. By synthesizing, analyzing and visualizing millions of data points, we deliver a 360° view of the technology economy – powering the insights that buyers, sellers, investors, and advisors need. 

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