Customer Success Manager, Key Accounts

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

The Customer Success Manager, Key Accounts 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 all relevant PitchBook products. They will maintain relationships with key contacts, encourage engagement with underutilized product elements, and drive client retention and expansion.

Primary Job Responsibilities:

• Achieve retention and expansion goals measured quarterly while providing excellent support to Key Account clients
• Act as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from PitchBook products
• Onboard new clients and conduct training sessions, including in-person sessions, designed to meet the individual business needs of each client
• Proactively go 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 account retention and growth opportunities
• Partner with global Customer Success Manager team as needed to provide additional coverage for large business clients
• Use Catalyst 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 Catalyst to improve customer information and drive retention
• Drive engagement with clients through personally crafted emails and/or marketing provided materials via Highspot
• 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 preferred
• 2+ years of customer success or account management experience
• Excellent verbal and written communication skills with a keen eye for detail
• Enjoys relationship building and comfortable to engage a diverse array of clients to learn their business needs and provide value
• Exemplary presentation skills
• 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
• Possess strong negotiation skills, persistence, and resiliency
• Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily

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: $120,000
• Annual on target variable commission of fully ramped representative meeting expectations: $20,000

Working Conditions:

We believe our business and our culture are strongest when we work together in person. We also know that it’s helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office 3+ days/week and that you are in the office full-time during the training period, for which the length varies by role. During an initial phone screen, the team will discuss expectations for this specific position.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

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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