Full-Time

Manager – Customer Success

Posted on 8/26/2024

Crunchbase

Crunchbase

201-500 employees

Data platform for private market insights

Data & Analytics
Venture Capital

Compensation Overview

$147.3k - $173.3kAnnually

+ Equity

Mid, Senior

Washington, USA + 17 more

More locations: Pennsylvania, USA | Oregon, USA | California, USA | Wyoming, USA | Texas, USA | Jackson Township, NJ, USA | Florida, USA | Nevada, USA | South Carolina, USA | Georgia, USA | Virginia, USA | Minnesota, USA | Colorado, USA | New York, NY, USA | Massachusetts, USA | North Carolina, USA | Illinois, USA

Hybrid role; open to residents of multiple states.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Salesforce
Marketing
Requirements
  • 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.
  • 3+ years of experience in Customer Success, with at least 1 year in a leadership role.
  • Bachelor's degree in Business, Marketing, or a related field preferred.
Responsibilities
  • 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.
  • Understanding and evaluating the full customer journey and identifying opportunities for enhancement as well as executing on process improvements.
  • Facilitate the onboarding process for new customers, ensuring they are set up for success with our products and services.
  • Execute strategies to drive customer product adoption and active engagement, helping customers realize the full value of our offerings.
  • Create content and journey for scaled success plus playbooks for team to execute on.
  • Monitor customer health and satisfaction, proactively addressing potential issues to prevent churn and enhance customer retention.
  • Work closely with Sales and Product teams to identify opportunities for upsell within existing customer accounts, contributing to revenue growth.
  • Monitor team performance against key performance indicators (KPIs) and work on continuous improvement efforts.
  • Build and maintain strong relationships with customers, turning satisfied customers into advocates through testimonials, case studies, and referrals.
  • Collaborate with internal teams to relay customer feedback, supporting product and service enhancements.
  • Directly supervise a team to oversee their day-to-day activities and ensure alignment with company goals and standards.
  • Conduct regular performance reviews, set clear objectives, and provide constructive feedback to foster professional development and high-quality work.
  • Play an active role in hiring new team members as needed. Develop and implement training programs to enhance team skills and knowledge.
  • Act as a mediator in resolving any interpersonal or professional conflicts within the team, ensuring a positive and productive work environment.
  • 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.

Crunchbase provides a platform that offers detailed information and insights about private markets, startups, founders, and investors. Users can access a comprehensive database that tracks trends, investment activities, and news related to startups and high-growth companies. The platform operates on a subscription model, allowing clients such as venture capitalists, entrepreneurs, and market researchers to choose from different tiers of access to its data. What sets Crunchbase apart from its competitors is its extensive database and focus on providing actionable insights that help users make informed decisions in the venture capital and startup ecosystem. The goal of Crunchbase is to empower its users with the information they need to gain a competitive advantage in their respective fields.

Company Stage

Series D

Total Funding

$103.6M

Headquarters

San Francisco, California

Founded

2007

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

-1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for account-based intelligence tools boosts Crunchbase's market relevance.
  • Expansion of Crunchbase's news division attracts users seeking real-time updates.
  • European tech's rise in global VC funding increases Crunchbase's market potential in Europe.

What critics are saying

  • Emerging competition from platforms like PitchBook and CB Insights threatens market share.
  • Stricter data protection regulations pose potential data privacy challenges for Crunchbase.
  • Economic downturns could reduce demand for Crunchbase's services.

What makes Crunchbase unique

  • Crunchbase offers personalized account recommendations and advanced search features.
  • Crunchbase provides comprehensive private company data for targeted outreach.
  • Crunchbase's API-driven database is a key differentiator in startup and financial data.

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Benefits

Medical, vision, & dental coverage

401k & roth plans

Paid parental leave

Free One Medical membership

Mental health days to recharge

No meeting day every Thursday

Flexible vacation policy

Generous wellness reimbursement plan

$1k allowance to build your home office

Monthly internet stipend

Monthly stipend for coffee or a quick bite with colleagues

INACTIVE