Customer Success Manager

| Greater NYC Area

Drive CB Insights' growth as part of our Customer Success team

The CB Insights Customer Success Manager is responsible for maintaining a portfolio of Accounts that include the world’s leading corporate Strategy and Innovation groups along with venture capital firms. This position delicately governs customer relationships and consistently illustrates the value delivered through CB Insight’s software & services. The 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.

Key Responsibilities:

  • Actively serve a portfolio of assigned 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.
  • Implement Customer Success Plans for assigned accounts.
  • Collaborate with CB Insights’ business development team to expand customer relationships.
  • Run the renewal process for 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.

Core Skills & Talents:

  • Real passion for serving customers.
  • 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.
  • Well organized; handle multiple accounts & assignments simultaneously.
  • A commitment to exceed goals that is internal, constant & self-imposed.

Qualifications:

  • B.S. or B.A. in business management, finance, economics or similar study. MBA preferred.
  • Validated results in prior role.
  • At least 3-5 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.
  • Ability to travel up to 10% of the time.
  • 4H's: Happy, Helpful, Humble and Hungry

CB Insights values diversity, different perspectives, collaboration, and curiosity.Perks and Benefits:

  • Subsidized health, dental, and vision insurance
  • 401k with up to 4% match
  • $1,000 continuing education stipend
  • Daily lunch stipend

Equal Opportunity Employer: CB Insights is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

If you know someone who'd be perfect for the role, submit here and you'll be eligible for $5,000!

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases

Location

498 7th Avenue, 17th Floor, New York, NY 10018

An Insider's view of CB Insights

What are some social events your company does?

To help foster cross team communication & collaboration, here are some things CB Insights does:

- yearly company offsite
- monthly company-wide team building events (past events include: bubble ball, game night, talent show, spelling bee, wine tasting, field day, etc.)
- monthly anniversary socials
- volunteer
- CBI jeopardy
- holiday party

Menaka

VP of People Ops

What's the biggest problem your team is solving?

Our team brings new datasets to the platform. A few valuable ones are patents, earnings transcript & press articles from special verticals.Instead of just surfacing the data, we run topic modeling, sentiment analysis & improving recommendation systems.The innovative way of feeding info helps clients to be sensitive to trends moving in the industry.

Shisi

Software Engineer

What are CB Insights Perks + Benefits

CB Insights Benefits Overview

Subsidized health, dental, and vision insurance
401k with up to 4% match
$1,000 continuing education stipend
Daily lunch stipend
Unlimited sick days
vacation + holidays

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Up to $2,000 towards towards your FSA with up to $500 rollover.
Dental Benefits
Two different plan options to select from.
Vision Benefits
Health Insurance Benefits
3 different plan options through Empire Blue Cross Blue Shield
Life Insurance
Retirement & Stock Options Benefits
401(K)
CB Insights 401(K) program allows employees to starting contributing their 4th month of employment.
401(K) Matching
CB Insights 401(K) program matches upto 4% of an employee's contribution with immediate vesting.
Performance Bonus
CB Insights offers a performance bonus for all non-commissioned roles based on company and personal performance.
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Snacks, coffee, tea and all the goldfish you can handle.
Some Meals Provided
$8 off towards seamless for lunch every day!
Happy Hours
Recreational Clubs
We have different culture clubs you can join including hiking and book clubs.
Professional Development Benefits
Job Training & Conferences
$1,000 towards education stipend after you have been with us for 6 months.

Additional Perks + Benefits

Subsidized Health Insurance, 401(K) with Matching, Yearly Education Stipend, Lunch Stipend, 3D Printer, Office Gong, Awesome Team Building Events

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