Appcast

Senior Customer Success Manager

Appcast • $115K — $125K *
New York, NY 10025In-Person
Enterprise Technology
5 - 7 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • B.S. or B.A. in business management, finance, economics, or related field.
  • Proven success in previous roles with measurable results.
  • Minimum of 5 years in account management or customer success, ideally in enterprise software or SaaS.
  • Advanced skills in Excel and CRM systems, notably Salesforce.
  • Ability to effectively communicate data through various business intelligence tools.

Responsibilities

  • Serve and manage a portfolio of strategic accounts, ensuring clients achieve desired business outcomes.
  • Enhance customer software engagement and foster power users within client organizations.
  • Cultivate and maintain strong relationships with Economic Buyers and key stakeholders.
  • Develop and execute account plans for assigned accounts.
  • Collaborate with business development to extend customer relationships beyond existing teams.
  • Oversee the commercial elements related to account renewals and growth.
  • Implement communication protocols between customer teams and CB Insights.

Benefits

  • Award-winning company culture recognized for leadership and career opportunities.
  • Comprehensive health insurance options including PPO, HSA, and FSA.
  • Access to mental health resources and pet insurance.
  • 401k matching and annual education stipends available.
  • Generous paid time off policy.
Full Job Description
Senior Customer Success Manager
Drive CB Insights' growth as part of our Customer Success team.

The role you'll play:
The CB Insights Senior Customer Success Manager (or as known at CB Insights, a Forward Deployed Strategist) is responsible for maintaining a portfolio of Accounts that include some of the world's leading corp strategy, corp dev, and research teams. Forward deployment means being embedded within the customer's strategy, helping them leverage our data and AI solutions to automate processes, unlock insights, and drive better decision-making.
This position delicately governs customer relationships and consistently illustrates the value delivered through CB Insights' software & services. The Senior Customer Success Manager serves as the internal voice of the customer while working with other CB Insights' teams to exceed customer expectations. This individual's performance is based on specific metrics associated with customer on-boarding, product adoption, expansion & retention.

Your Main Tasks:
  • 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.
What you bring to the table:
  • 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.
You will be successful here if you have:
  • 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.


Please note this is a US-based role.

In addition to base salary listed below, this role is also eligible for commission.

Compensation

$115,000-$125,000 USD

What we offer:
  • Industry Insight: over 500k+ people follow our tech newsletter: sign up here
  • Holistic compensation: Competitive cash compensation, comprehensive healthcare coverage (PPO, HSA, and FSA options), multiple mental health resources, 401(k) with company match, annual professional development stipend, and generous paid time off.

About Our Pay Practices
We believe in recognizing and rewarding excellence. Our commitment to fairness means that compensation decisions are informed by qualifications, location, internal equity, and current market data. While we aim to hire at our established Hiring Target, starting pay may vary based on factors such as market rates, the qualified pool of candidates, and individual experience.

About Appcast

Appcast is a global leader in programmatic recruitment advertising technology. More than just a job board, Appcast?s programmatic recruitment advertising exchange connects employers and job seekers through real-time bidding and automatic job ad optimization. Appcast?s proprietary technology and advanced data analysis tools enable employers to source and hire top talent quickly, efficiently, and cost-effectively. Appcast is headquartered in Lebanon, New Hampshire, with offices in Boston, New York City, San Francisco, London, Manchester, and Budapest.
Learn more about Appcast
Size
200 employees
Industry
Staffing
Founded
2014
* Ladders Estimates

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