Customer Success Manager, Key Accounts

PitchBook Data•San Francisco, CA

23d•Onsite

About The Position

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.

Requirements

Bachelor’s degree preferred
2+ years of customer success or account management experience preferred
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
Must be authorized to work in the United States without the need for visa sponsorship now or in the future

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
Conduct client demonstration sessions designed to highlight how the PitchBook platform addresses the needs of the account and individual end users with a consultative approach
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