Senior Customer Success Manager

The role you'll play:

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.

• 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.

• 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.

CB Insights is the leader in predictive intelligence on private companies—turning exclusive data on millions of firms into early, trusted signals on future performance and direction. The company pioneered predictive intelligence with its Mosaic Score—the first system to reliably forecast the outlook for a private company—and has since built it into a comprehensive platform of AI and data capabilities. Today, leading strategy, investment, and business development teams rely on CB Insights to identify the right companies, markets, and opportunities before their competitors do.

At CB Insights, everyone is expected to be a leader. These leadership principles are like an operating system for our culture. Use the principles as a practical guide to making decisions.
We are what we repeatedly do. By living the principles outlined below, we will build an outstanding company and do insanely great work. 

1. Solve customer problems. It’s our highest calling. Designing a product? Start from the customer problem it solves. Updating our sales process? Flip it around, and simplify the customer buying process. 
2. Think BIG! Start small. Great changes start with a first step. Find it. Take it. Build a system around what works. This is the secret to bringing a vision to life.
3. Go and see with your own eyes. Meet the customer, use the product, talk to the field. Great systems aren’t built from afar.
4. Priorities: Choose one. Leaders give the gift of clarity. They find the most important thing and do it. Max power. Top speed.
5. Danger zones: 
   • Bureaucracy. May the best ideas and execution win.
   • Complexity. Leaders use frameworks and systems to simplify. 
   • No commitment. Leaders don’t compromise just to get along. Debate. Disagree. But once a decision is made, commit.
   • Leaving what’s important unsaid or undone. No “circling back.”
6. Data informs. Insight transforms.  Pull the thread. Ask why. Leaders are curious. They use what they learn to create clarity.
7. Insist on excellence. Leaders set high standards and overcome obstacles. They do the kind of work they’re excited to share with the world.
8. Live off the land. Leaders creatively use resources already available to them – especially AI – to execute and automate their work. 
9. Good judgment. Leaders have it. Where it comes from: insight, listening, first-hand experience. How to apply it: carefully on big, hard to reverse decisions. Swiftly on limited, easy to reverse ones.
10. Help others. Leaders know we’re building this together.

• 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 strong POV
• You are motivated by challenges and big ideas 
• You believe in personal accountability