Senior Customer Success Manager
About The Position
The CB Insights Senior Customer Success Manager, also known as a Forward Deployed Strategist, is responsible for managing a portfolio of accounts that include leading corporations in strategy, corporate development, and research. This role involves embedding within the customer's strategy to help them utilize CB Insights' data and AI solutions for process automation, insight generation, and improved decision-making. The position focuses on nurturing customer relationships, demonstrating the value of CB Insights' software and services, and acting as the customer's internal advocate. Performance is measured by metrics related to customer onboarding, product adoption, expansion, and retention.
Requirements
- 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.
Nice To Haves
- 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.
Responsibilities
- 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.
Benefits
- Competitive cash compensation
- Comprehensive healthcare coverage (PPO, HSA, and FSA options)
- Multiple mental health resources
- 401(k) with company match
- Annual professional development stipend
- Generous paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
