Senior Customer Success Manager

| Greater NYC Area
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Drive CB Insights' growth as part of our Customer Success team.

The role you'll play:

The CB Insights Senior Customer Success Manager 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 groups 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 serve a portfolio of assigned accounts so that customers may achieve their positive business outcomes via CB Insights’ software & services.
  • Drive customer software engagement & development of power users across customer organizations.
  • Implement Customer Success Plans for assigned accounts.
  • Collaborate with CB Insights’ business development team to expand customer relationships.
  • 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 with Marketing to demonstrate customer communication campaigns.
  • Provide continuous customer feedback to CB Insights’ Product team.
  • Stay current & educate customers on CB Insights’ products, competitive landscape & innovation trends.
  • Embrace & contribute to Customer Success team standard methodologies.
You will be successful here if you have:
  • Real passion for serving customers.
  • The ability to establish credibility with key customer decision makers & influencers.
  • Strong verbal/written communication & presentation skills; extraordinary listening skills.
  • Strong problem solving & analytical skills; formulates solutions that deliver real business value.
  • Ability to recognize and maximize new business opportunities.
  • Comfort with negotiation.
  • Multi tasking down to a science; handling multiple accounts & assignments simultaneously.
  • A commitment 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.
  • Validated results in prior role.
  • At least 3-5 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.
  • Ability to travel up to 10% of the time.
  • 4H's: Happy, Helpful, Humble and Hungry

The Perks:

  • Amazing culture: Happy, Helpful, Humble, Hungry. Learn more here
  • A newsletter that 600k people follow: Sign up here.
  • Be Healthy: Health with HSA and FSA options, dental, and vision insurance along with unlimited/take what you need sick day policy
  • Plan for the future: 401k with up to 4% match
  • Continued Learning: $1,000 yearly continuing education stipend
  • Rest and Relax: Competitive vacation and holiday plans 
  • Refuel: Daily lunch stipend, unlimited snacks/coffee

We know that diversity makes for the best problem-solving and creative thinking. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for.

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.

If you know someone who'd be perfect for the role, submit here and you'll be eligible for $5,000!
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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases

Location

498 7th Avenue, 17th Floor, New York, NY 10018

An Insider's view of CB Insights

What are some social events your company does?

To help foster cross team communication & collaboration, here are some things CB Insights does:

- yearly company offsite
- monthly company-wide team building events (past events include: bubble ball, game night, talent show, spelling bee, wine tasting, field day, etc.)
- monthly anniversary socials
- volunteer
- Ladies Lunches
- holiday party

Javonne

Senior Associate Recruiter

What's the biggest problem your team is solving?

Our team brings new datasets to the platform. A few valuable ones are patents, earnings transcript & press articles from special verticals.Instead of just surfacing the data, we run topic modeling, sentiment analysis & improving recommendation systems.The innovative way of feeding info helps clients to be sensitive to trends moving in the industry.

Shisi

Software Engineer

What does career growth look like on your team?

Our Sales Development Representative team has had tremendous growth over the past couple of years. Our career path is clear, we offer coaching and mentorship in order to successfully promote the team. Our SDRs know exactly what they need to accomplish in order to move up the ladder and grow both personally and professionally.

Lauren

Senior Director, Sales Development

How do your team's ideas influence the company's direction?

Customer Success at CBI acts as the intermediary between our clients and the org. Because of this, we are in a position to voice opinions that influence the product, events we host, and the intelligence we publish. With our fingers on the pulse of emerging tech, we are equipped to become strategic advisors for our customers and also the org.

Graham

Senior Manager, Customer Success

What projects are you most excited about?

I'm excited to accelerate our ability to ingest existing data sets. As we continue to expand our data sources, the Product and Data team have worked together to come up with solutions to manage the volume of data that enters the CBI database. I'm eager to work with engineers to start incorporating more automation to boost efficiency in our tools.

Anna

Technical Project Manager

What are CB Insights Perks + Benefits

CB Insights Benefits Overview

Subsidized health, dental, and vision insurance
401k with up to 4% match
$1,000 continuing education stipend
One Medical
Daily lunch stipend
Unlimited sick days
vacation + holidays

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Up to $2,000 towards towards your FSA with up to $500 rollover.
Dental Benefits
Two different plan options to select from.
Vision Benefits
Health Insurance Benefits
3 different plan options through Empire Blue Cross Blue Shield
Life Insurance
Retirement & Stock Options Benefits
401(K)
CB Insights 401(K) program allows employees to starting contributing their 4th month of employment.
401(K) Matching
CB Insights 401(K) program matches upto 4% of an employee's contribution with immediate vesting.
Performance Bonus
CB Insights offers a performance bonus for all non-commissioned roles based on company and personal performance.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of maternal leave and 8 weeks of paternal leave.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Snacks, coffee, tea and all the goldfish you can handle.
Some Meals Provided
$8 off towards seamless for lunch every day!
Happy Hours
Recreational Clubs
We have different culture clubs you can join including hiking and book clubs.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Promote from within
Continuing Education stipend
$1,000 towards education stipend after you have been with us for 6 months.
Customized development tracks

Additional Perks + Benefits

Subsidized Health Insurance, 401(K) with Matching, Yearly Education Stipend, Lunch Stipend, 3D Printer, Office Gong, Awesome Team Building Events

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