Customer Success Manager

Pitchbook • New York, NY

373d • $105,000 - $125,000

About The Position

At PitchBook, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company. Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence. If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.

Requirements

• Bachelor's degree preferred
• 2+ years of customer success management 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
• 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

Responsibilities

• Achieve Net Renewal Rate goals measured quarterly while providing excellent support to clients
• Act as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the PitchBook platform
• 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
• Engage regularly with Account Managers to strategize on account retention and growth opportunities
• 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 Salesforce and Tableau to effectively manage client relationships through call logging, usage data monitoring, and task management
• Work continuously to document the details of each client interaction in Salesforce to improve customer information and drive retention
• Drive engagement with clients through personally crafted emails and/or marketing provided materials via Highspot
• Utilize Outreach to assist in regular and timely communication with clients as needed
• 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

Benefits

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance
• 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
• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events
• 401k match
• Shared ownership employee stock program
• Monthly transportation stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees