Senior Customer Success Manager

Senior Customer Success Manager

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

The role you'll play :

The CB Insights Senior Customer Success Manager (or as known at CB Insights, a 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 position 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. This individual's performance is based on 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 :

• 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.

What you bring to the table :

You will be successful here if you have :

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 : $90,000 - $114,000 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 :

You'll want to work here if :

You don't want to work here if :

What we offer :