Senior Manager, Customer Success

Strategic Account Manager

Drive growth and adoption. Retain and upsell clients. Motivate high performance.

The Role You’ll Play:

As a Senior Manager of Account Management, you will guide our Commercial Account Management team to world-class excellence. You will lead a team of Account Managers across a designated account portfolio, collaborating extensively with cross-functional teams within CB Insights while also directly engaging with customers. Success in this role is measured against specific metrics tied to onboarding, product adoption, expansion, and retention.

What You'll Do:

• Manage a team of Account Managers, elevating both team results and employee engagement.
• Set objectives, guide operations, and oversee day-to-day activities of team members, encompassing customer onboarding, training, product adoption, expansion, and renewals.
• Develop and execute strategies for recruiting, hiring, training, and retaining the Customer Success team.
• Implement a comprehensive customer onboarding program designed to expedite the delivery of customer value.
• Collaborate internally and with customer stakeholders to deploy success strategies aimed at enhancing customer adoption of the CB Insights platform.
• Advise your team in the formulation and implementation of Customer Success Plans for assigned accounts, including establishing communication and governance schedules that underscore the value delivered to customers.
• Work alongside Sales Leadership and Account Executives to drive cross-selling opportunities within key accounts.
• Design and implement retention-focused strategies to elevate renewal rates and diminish churn.
• Employ predictive analytics to pinpoint and mitigate potential account risks.
• Provide regular performance reports to senior management.
• Stay abreast of CB Insights' product developments, competitive landscape, and innovation trends.

How You'll Do It:

• Foster a passion for elevating team members' performance.
• Establish your credibility with influential decision-makers within customer organizations.
• Exhibit adeptness in verbal and written communication, complemented by robust presentation skills.
• Demonstrate exceptional problem-solving and analytical abilities, crafting solutions that deliver tangible business value.
• Exhibit superior organizational skills, efficiently managing direct reports, customer relationships, and internal collaborations.
• Showcase an internal drive to consistently surpass goals.

What You Bring to the Table:

• • B.S. or B.A. in business management, finance, economics, or a related field; MBA preferred.
  • 5+ years of SaaS account management and/or customer success experience
  • 3+ years of proven team leadership experience
  • Demonstrated success in managing an enterprise client portfolio of at least $10 million.
  • Proficiency with Excel and CRMs, with a preference for 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.

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.

Our core values:

• Build Dope Isht
• Seek the Truth
• Create Simplicity
• Dive Deep
• Push Limits
• Own Outcomes

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.

EqualOpportunityEmployer: 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.