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Senior Manager, Customer Success

New York, NY

Drive CB Insights' growth as a leader of our Customer Success team.

The role you'll play:

The Senior Manager of Customer Success will contribute to the development of a world-class Customer Success team that ensures customers achieve their desired outcomes through the adoption of CB Insights’ software & services. You will lead a team of Customer Success Managers across a portfolio of assigned accounts, will collaborate with other teams across CB Insights and will engage directly with customers. Performance is evaluated upon 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 group's 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:

  • Lead a team of CS Managers to increase team results & employee engagement.
  • Establish goals, direct work & manage team member’s day-to-day activities including customer on-boarding, training, product adoption, expansion & renewals.
  • Implement Account team recruitment, hiring, training & retention strategies.
  • Develop & execute an effective customer on-boarding program to deliver customer value as quickly as possible.
  • Work internally and across customer organizations to implement success plays to increase customer adoption of CB Insights platform.
  • Advise team to develop & implement Account Plans for assigned accounts.  Includes establishing communication & governance schedules to highlight value delivered to customers.
  • Collaborate with Sales Leadership & Account Executives to support growth opportunities within key accounts.
  • Design and implement customer retention and growth plays to increase renewal rates, seed growth opportunities, and reduce churn.
  • Leverage predictive analytics to identify & mitigate at-risk accounts
  • Consistently report results to senior management.
  • Stay current on CB Insights products, competitive landscape and innovation trends.

Core Skills & Talents:

  • Passion to raise performance levels of team members.
  • Ability to establish credibility with key customer decision makers & influencers.
  • Strong verbal & written communication abilities including strong presentation skills.
  • Exceptional problem solving & analytical skills; formulate solutions that deliver real business value.
  • Well organized; simultaneously manage a portfolio of direct reports, customer & internal relationships.
  • A drive 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.
  • 4+ years of prior account management and/or customer success experience, preferably within enterprise software or SaaS.
  • 3-5 years leadership experience.
  • Proven track record of managing enterprise client portfolios of at least $10 million.
  • Expertise with Excel and CRMs, preferably Salesforce.
  • Ability to travel up to 10% of the time.

Please note this is a US-based role.

In addition to base salary, this role is also eligible for commission.

A little bit about our pay practices: Typically, we will hire at our Hiring Target, but actual starting pay may be based on several factors, including, but not limited to, market rate, the qualified pool of candidates, internal compensation, candidate experience, and budgetary constraints.

Compensation

$110,250 - $139,650 USD

What we're all about 

We're on a mission to advance the technology economy -- one driven by innovation, markets, and entrepreneurship. We believe a thriving technology economy powers a thriving society. By synthesizing, analyzing and visualizing millions of data points, we deliver a 360° view of the technology economy – powering the insights that buyers, sellers, investors, and advisors need. 

As a CBIer, you can expect to leverage generative AI to drive creativity, efficiency, and  strategic decision-making. Our culture is infused with the spirit of exploration and experimentation – and AI is a catalyst for new ideas and breakthrough solutions.

CB Insights Leadership Principles

At CB Insights, everyone is expected to be a leader. These leadership principles are like an operating system for our culture. Use the principles as a practical guide to making decisions.
We are what we repeatedly do. By living the principles outlined below, we will build an outstanding company and do insanely great work. 

  1. Solve customer problems. It’s our highest calling. Designing a product? Start from the customer problem it solves. Updating our sales process? Flip it around, and simplify the customer buying process. 
  2. Think BIG! Start small. Great changes start with a first step. Find it. Take it. Build a system around what works. This is the secret to bringing a vision to life.
  3. Go and see with your own eyes. Meet the customer, use the product, talk to the field. Great systems aren’t built from afar.
  4. Priorities: Choose one. Leaders give the gift of clarity. They find the most important thing and do it. Max power. Top speed.
  5. Danger zones: 
    • Bureaucracy. May the best ideas and execution win.
    • Complexity. Leaders use frameworks and systems to simplify. 
    • No commitment. Leaders don’t compromise just to get along. Debate. Disagree. But once a decision is made, commit.
    • Leaving what’s important unsaid or undone. No “circling back.”
  6. Data informs. Insight transforms.  Pull the thread. Ask why. Leaders are curious. They use what they learn to create clarity.
  7. Insist on excellence. Leaders set high standards and overcome obstacles. They do the kind of work they’re excited to share with the world.
  8. Live off the land. Leaders creatively use resources already available to them – especially AI – to execute and automate their work. 
  9. Good judgment. Leaders have it. Where it comes from: insight, listening, first-hand experience. How to apply it: carefully on big, hard to reverse decisions. Swiftly on limited, easy to reverse ones.
  10. Help others. Leaders know we’re building this together.

You’ll want to work here if

  • You are excited about how AI is transforming tech 
  • You are hungry for feedback and the chance to grow 
  • Your instinct is to work smarter not harder 
  • You love developing as a SME with a POV
  • You are motivated by challenges and big ideas 
  • You believe in radical personal accountability 

You don’t want to work here if: 

  • You are a tech pessimist 
  • Radical Candor is not your style 
  • You like to build big processes 
  • You stay @ the 30,000 foot view instead of digging into the details 
  • You prefer to operate in your comfort zone 
  • You expect to be judged by outputs instead of outcomes 

What we offer: 

  • Award-winning culture: recognized by Inc., Glassdoor, and Built-in for leadership, career opportunity, and engagement 
  • Industry Insight: over 500k+ people follow our tech newsletter: sign up here
  • Holistic compensation: cash, rich healthcare insurance benefits including PPO, HSA, and FSA options, Gympass, multiple  mental health resources, pet insurance, 401k match, annual education stipend, and generous paid time off.  

About our pay practices

We believe in recognizing and rewarding excellence. Our commitment to fairness means that compensation decisions consider factors like qualification, location, internal equity, and market data.

Our compensation philosophy goes beyond base salary. To align with your dedication and success, we offer total compensation as innovative as the work we do - this includes variable cash potential, 401k matching, flexible healthcare options plus mental health and gym resources, professional development and education stipends, great PTO, and more.

Equal Opportunity Employer: At CB Insights we know that innovation comes from collaboration, belonging, and diverse perspectives. We’re proud to be an equal opportunity employer - all applicants are considered for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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