Senior Customer Success Manager

CB Insights-posted 4 months ago
$90,000 - $114,000/Yr
Full-time • Mid Level
New York, NY
251-500 employees
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
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The CB Insights Senior Customer Success Manager (or as known at CB Insights, a Forward Deployed Strategist) is responsible for maintaining a portfolio of Accounts that include some of the world's leading Corporate Strategy and Innovation groups. Forward deployment means being embedded within the customer's strategy, helping them leverage our data and AI solutions to automate processes, unlock insights, and drive better decision-making. 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.

  • Actively serve a portfolio of assigned strategic 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 on a personalized level and at scale.
  • Own and maintain deep relationships with the Economic Buyers and senior level contacts within the portfolio of accounts.
  • Design and manage account plans for assigned accounts.
  • Collaborate with CB Insights' business development team to expand customer relationships outside of the active team(s), leveraging CB Insights.
  • Own the commercial requirements for the renewals and growth for the 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.
  • B.S. or B.A. in business management, finance, economics or similar study.
  • Validated results in prior role.
  • At least 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.
  • Real passion for serving customers.
  • Desire to learn and maintain a point of view on the current landscape of technology trends especially GenAI.
  • 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.
  • Holistic compensation: cash, rich healthcare insurance benefits including PPO, HSA, and FSA options, multiple mental health resources, pet insurance, 401k match, annual education stipend, and generous paid time off.
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