Customer Success Manager - SpendHound

About YipitData:

YipitData is the market-leading data and analytics firm. We analyze billions of data points every day to provide accurate, detailed insights across industries, including consumer brands, technology, software, and healthcare.

Our insights team uses proprietary technology to identify, license, clean, and analyze the data that many of the world’s largest investment funds and corporations depend on. We raised $475M from The Carlyle Group at a valuation over $1B, further accelerating our growth and market impact.

We have been recognized multiple times as one of Inc’s Best Workplaces. As a fast-growing company backed by The Carlyle Group and Norwest Venture Partners, YipitData is driven by a people-first culture rooted in mastery, ownership, and transparency.

With offices in New York, Austin, Miami, Denver, Mountain View, Seattle, Hong Kong, Shanghai, Beijing, Guangzhou, and Singapore, we continue to expand our reach and impact across global markets.

About SpendHound: 

• SpendHound is a 100% free software renewal management platform and service recently launched by the research firm YipitData. (See this introductory video from SpendHound’s Senior Product Manager!)
• SpendHound is the single source of truth for companies’ renewal information and includes:
• A comprehensive view of all software applications used with annual contract values, auto-renewal information, renewal dates, license counts, and more
• An invoice and contract management system for companies to store their invoices and contracts
• Renewal reminders through email and Slack so companies never miss upcoming software renewals
• Free advice from procurement experts to discuss price benchmarking insights and negotiation strategies for any upcoming renewals
• Companies use the SpendHound platform and procurement expert service to save time and money on their software renewals. 

SpendHound is free for customers because customer data is de-identified, aggregated with other panelists, and used as part of YipitData market research (example report).

About the Role

• As a Customer Success Team Leader, you will oversee a team of high-performing Customer Success specialists, ensuring exceptional service and customer outcomes. You will manage complex books of business, drive customer engagement strategies, and take on managerial responsibilities such as hiring, training, and mentoring. 
• Your role will be instrumental in solving escalated issues, improving retention, driving adoption, and leading strategic initiatives to enhance customer success. You will also be responsible for leading and scaling a team, ensuring they consistently exceed performance targets and deliver measurable impact.
• This is a remote-friendly opportunity that can sit in NYC (where our headquarter is located), one of our office hubs (Austin, Miami, Denver, Mountain View, or Seattle), or anywhere else in the US. However, depending upon where the remote work is performed, income could be subject to New York State tax withholding. 

Responsibilities: 

People Management & Leadership

• Lead, mentor, and develop a team of 5+ Customer Success specialists, fostering a high-performance culture. 
• Set clear goals and expectations, providing ongoing coaching to drive individual and team success.
• Collaborate with leadership to create and implement scalable processes to improve efficiency, engagement, and customer outcomes.
• Drive team accountability, ensuring performance consistently meets or exceeds company goals.

Customer Engagement & Retention

• Own and manage relationships with key customer accounts, ensuring long-term success and satisfaction.
• Work with your team to develop and implement strategies to maximize customer engagement, adoption, and retention.
• Work with your team to identify at-risk customers, create re-engagement strategies, and track improvement efforts.
• Turn dormant/unengaged customers into platform advocates by improving customer satisfaction scores.

Strategic & Cross-Team Contributions

• Serve as the voice of the customer, delivering clear and concise feedback to the Product team to drive improvements.
• Own key customer success initiatives,