Senior Customer Success Manager

Overview

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

The Senior Customer Success Manager (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 role 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. Performance is based on metrics associated with customer on-boarding, product adoption, expansion & retention.

About the Customer Success Team:

Working on our team is unique 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 rely on us to help them solve challenges on how some of the largest organizations in the world are adapting to emerging tech trends.

Being part of the CB Insights Customer Success team means being part of that equation.

The CS Team is unique due to its diversity. You will find team members with diverse backgrounds, contributing to a culture of creativity, fun, strategy, and success.

• Actively serve a portfolio of assigned strategic accounts so that customers achieve 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 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 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.

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…