Senior Customer Success Manager, CB Insights
$90-114k
Eligible for commission
More information about location
2 days a week in office (Mid-town Manhattan, NY)
Insights powered by machine learning
Be an early applicant
Insights powered by machine learning
201-500 employees
Be an early applicant
$90-114k
Eligible for commission
More information about location
2 days a week in office (Mid-town Manhattan, NY)
201-500 employees
Company mission
To enable every organization to make smarter decisions about tech.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
Market research is a vital part of any large-scale business's strategy, but obtaining usable intelligence can be time-consuming and complex. CB Insights solves this problem by providing enterprises with effective and actionable market insights.
CB Insights leverages a mixture of machine learning, algorithms, data and visualizations to give companies a fuller picture of the market. This has helped set it apart from rival firms and allowed it to accrue an impressive client list that includes the likes of Microsoft and Wells Fargo.
In 2022, CB Insights was offered a $100M acquisition fee, but its leadership declined, a testament to their confidence in the company's value. Its newsletter readership figures, turnover and client roster reinforce this view, and will no doubt give CB Insights an advantage in the years to come.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
35% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2015
$10m
SERIES A
Aug 2015
$1.2m
GRANT
Total funding: $12.5m
Company HQ
Garment District, New York, NY
Leadership
Anand Sanwal
(Co-Founder & Executive Chair)Previously worked as Vice President of American Express, and was MD of Atlas Fine Chemicals.
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