Manager of Customer Success
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Drive CB Insights' growth as a leader of our Customer Success team.
The 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. The Manager 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 based upon specific metrics associated with customer on-boarding, product adoption, expansion & retention.
Key Responsibilities:
- Lead a team of Customer Success 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 Customer Success 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 Customer Success Plans for assigned accounts. Includes establishing communication & governance schedules to highlight value delivered to customers.
- Collaborate with Sales Leadership & Account Executives to support cross-sell opportunities within key accounts.
- Design and implement customer retention success plays to increase renewals rates & 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.
Qualifications:
- 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 portfolio of at least $10 million.
- Expertise with Excel and CRMs, preferably Salesforce.
- Ability to travel up to 10% of the time.
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