Customer Success Manager

Job Summary:

As a Customer Success Manager at Crunchbase, you will play a pivotal role in ensuring our clients' success and satisfaction with our product and services. Your primary responsibility is to lead the onboarding and implementation process, guiding customers to quickly realize the value of our product. 

You'll play a key role in managing renewals and identifying upsell opportunities, contributing not only to customer satisfaction but also to revenue growth, all while fostering strong, lasting relationships with clients.

Essential Duties/Responsibilities:

• Manage the full post sales lifecycle while collaborating with sales, product, finance, and engineering teams
• Oversee the seamless onboarding of new customers and ensure their successful implementation and utilization of Crunchbase.
• Develop and execute strategies to proactively drive customer adoption and engagement while identifying opportunities to enhance the overall customer experience
• Build relationships with clients to drive retention and growth
• Establish and maintain trust with customers by serving as their go-to advisor, understanding their goals, and providing strategic guidance for success.
• Manage a large book of existing business, and collaborate with the sales team to identify and capitalize on upsell opportunities.
• Partner with engineering and product teams to relay customer feedback and contribute to product strategy, roadmap, and prioritization based on customer needs.
• Anticipate challenges, identify opportunities for solutions, and systematize them to support scalable growth as the team and customer base expand.
• Collaborate with the team to develop, track, and respond to key metrics driving success, while also analyzing data to continuously refine and improve customer success strategies.
• Performs other related duties as assigned.

Supervisory Responsibilities:

• None.

Required Skills/Abilities:

• Proactive and attentive customer-driven approach
• Negotiation experience for upsell and renewals
• Proficiency in Salesforce (preferred)
• Experience with API calls or basic SQL query understanding
• Deep knowledge of SaaS and/or Data products and customer lifecycle management
• Exceptional communication and relationship-building skills
• Collaborative mindset with cross-functional ability
• Proven experience managing high-touch client  portfolios
• Proactive problem-solving with a customer-centric approach
• Proficient with Google Office Suite or related software.

Education and Experience:

Bachelor's degree in Business, Marketing, Communications, or a related discipline preferred.Minimum 2 years of successful Customer Success experience in data/software as a service.Experience in SaaS or startup environments is a plus.

Physical Requirements:

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