Manager, Customer Success

Sales and Customer Success at Crunchbase

Our Customer Success team is responsible for driving the adoption of our Crunchbase Enterprise SaaS Product and our API through proactive engagement.
 
We are building our sales and CS team to quickly scale our customer base and identify new revenue opportunities within existing accounts. Our customers are diverse and range from startups to Fortune 500 companies, but they all count on Crunchbase for critical information delivered at the right time. We are looking for awesome people who want to build outstanding relationships with our customers. As a CSM, you will provide a high level of support to customers looking to integrate Crunchbase data into their applications and business, and serve as one of the primary liaisons between Crunchbase and our customers.

What You’ll Do:

• • Team Support and Coordination: Assist in leading a small team, promoting a culture of customer-centricity and collaboration. Provide guidance and support to ensure team members meet performance objectives.
  • Customer Journey: Understanding and evaluating the full customer journey and identifying opportunities for enhancement as well as executing on process improvements. 
  • Customer Onboarding: Facilitate the onboarding process for new customers, ensuring they are set up for success with our products and services.
  • Adoption and Engagement: Execute strategies to drive customer product adoption and active engagement, helping customers realize the full value of our offerings. 
  • Content Management: Create content and journey for scaled success plus playbooks for team to execute on.
  • Retention: Monitor customer health and satisfaction, proactively addressing potential issues to prevent churn and enhance customer retention.
  • Expansion: Work closely with Sales and Product teams to identify opportunities for upsell within existing customer accounts, contributing to revenue growth.
  • Performance Metrics: Monitor team performance against key performance indicators (KPIs) and work on continuous improvement efforts.
  • Customer Advocacy: Build and maintain strong relationships with customers, turning satisfied customers into advocates through testimonials, case studies, and referrals.
  • Feedback Loop: Collaborate with internal teams to relay customer feedback, supporting product and service enhancements.
  • Team Oversight: Directly supervise a team to oversee their day-to-day activities and ensure alignment with company goals and standards.
  • Performance Management: Conduct regular performance reviews, set clear objectives, and provide constructive feedback to foster professional development and high-quality work.
  • Hiring and Training: Play an active role in hiring new team members as needed. Develop and implement training programs to enhance team skills and knowledge.
  • Conflict Resolution: Act as a mediator in resolving any interpersonal or professional conflicts within the team, ensuring a positive and productive work environment.
  • Resource Management: Allocate resources effectively, including managing work schedules, balancing workloads, and ensuring the team has the necessary tools and information to perform their roles efficiently.
  • Performs other related duties as assigned.

What We’re Looking For:

• Experience managing customer accounts and fostering strong client relationships.
• Ability to scale Customer Success functions. 
• Strong leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving skills. 
• Proficient in contract evaluation, customer escalation resolution, and handling negotiations.
• Extensive expertise in Onboarding, Renewals, Expansion, and tracking.
• Proven experience creating Salesforce reports, analyzing data trends, and following forecasting processes.
• Proficient with Google Office Suite or related software.
• Bachelor's degree in Business, Marketing, or a related field preferred.
• 3+ years of experience in Customer Success, with at least 1 year in a leadership role.
• Experience in SaaS or startup environments is a plus.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.