Manager of Customer Success

Job Description

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

The Manager of Customer Success will contribute to the development of a world-class Customer Success team that ensures customers achieve their desired outcomes through the adoption of CB Insights’ software & services. The Manager will lead a team of Customer Success Managers across a portfolio of assigned accounts, will collaborate with other teams across CB Insights and will engage directly with customers. Performance is based upon specific metrics associated with customer on-boarding, product adoption, expansion & retention.

CB Insights is experiencing significant growth. As part of this evolution, the company continues to invest in a Customer Success team to help the business scale. This is an incredible opportunity for someone that wants to drive customer success through the convergence of software, services & innovation.

Responsibilities

Key Responsibilities:

• Lead a team of Customer Success Managers to increase team results & employee engagement.
• Establish goals, direct work & manage team member’s day-to-day activities including customer on-boarding, training, product adoption, expansion & renewals.
• Implement Customer Success team recruitment, hiring, training & retention strategies.
• Develop & execute an effective customer on-boarding program to deliver customer value as quickly as possible.
• Work internally and across customer organizations to implement success plays to increase customer adoption of CB Insights platform.
• Advise team to develop & implement Customer Success Plans for assigned accounts. Includes establishing communication & governance schedules to highlight value delivered to customers.
• Collaborate with Sales Leadership & Account Executives to support cross-sell opportunities within key accounts.
• Design and implement customer retention success plays to increase renewals rates & reduce churn.
• Leverage predictive analytics to identify & mitigate at-risk accounts
• Consistently report results to senior management.
• Stay current on CB Insights products, competitive landscape and innovation trends.

Expected Outcomes:

• High percentage of customers adopting CB Insights’ software.
• Exceed quarterly customer retention targets.
• Low percentage of customers cancelling before the end of their contract term.
• Continued follow on purchases from existing customers across CB Insights offerings.
• Increasing annual recurring revenue from portfolio of accounts.
• On-going contributions to the enhancement of the team’s customer retention capabilities.
• Consistent pipeline of Customer Success team candidates.
• High employee engagement.

Requirements

Core Skills & Talents:

• Passion to raise performance levels of team members.
• Ability to establish credibility with key customer decision makers & influencers.
• Strong verbal & written communication abilities including strong presentation skills.
• Exceptional problem solving & analytical skills;formulate solutions that deliver real business value.
• Well organized; simultaneously manage a portfolio of direct reports, customer & internal relationships.
• A drive to exceed goals that is internal, constant & self-imposed.
• A need to assume responsibility for work.
• An impatience to move others to action.

Qualifications:

• B.S. or B.A. in business management, finance, economics or similar study. MBA preferred.
• 4+ years of prior account management and/or customer success experience, preferably within enterprise software or SaaS.
• 3-5 years leadership experience.
• Proven track record of managing enterprise client portfolio of at least $10 million.
• Expertise with Excel and CRMs, preferably Salesforce.
• Ability to travel up to 10% of the time.