Senior Manager, Customer Success

1 week ago


New York, United States CB Information Services Inc. Full time

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.

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