Senior Manager, Customer Success

Drive CB Insights' growth as a leader of our Account Management team. Role Overview The Senior Manager of Account Management will contribute to the development of a world‑class Customer Success team that ensures customers achieve their desired outcomes through the adoption of CB Insights’ software & services. You will lead a team of Customer Success Managers across a portfolio of assigned accounts, collaborate with other teams across CB Insights, and engage directly with customers. Performance is evaluated upon specific metrics associated with customer on‑boarding, product adoption, expansion & retention. About the Team We work closely with Fortune 500 clients, helping them solve challenges related to emerging tech trends. Our team is diverse and dynamic, fostering a creative, fun, and strategic environment. Your Main Tasks Lead a team of 6 Account Managers to increase team results & employee engagement. Establish goals, direct work & manage team member’s day‑to‑day activities including customer on‑boarding, training, product adoption, expansion & renewals. Implement Account team recruitment, hiring, training & retention strategies. Develop & execute an effective customer on‑boarding program to deliver customer value as quickly as possible. Work internally and across customer organizations to implement success plays to increase customer adoption of CB Insights platform. Advise team to develop & implement Account Plans for assigned accounts, establishing communication & governance schedules to highlight value delivered to customers. Collaborate with Sales Leadership & Account Executives to support growth opportunities within key accounts. Design and implement customer retention and growth plays to increase renewal rates, seed growth opportunities, and reduce churn. Leverage predictive analytics to identify & mitigate at‑risk accounts. Consistently report results to senior management. Stay current on CB Insights products, competitive landscape and innovation trends. Core Skills & Talents Passion to raise performance levels of team members. Ability to establish credibility with key customer decision makers & influencers. Exceptional problem solving & analytical skills; formulate solutions that deliver real business value. Well organized; simultaneously manage a portfolio of direct reports, customer & internal relationships. A drive to exceed goals that is internal, constant & self-imposed. What you bring to the table B.S. or B.A. in business management, finance, economics or similar study. MBA preferred. 4+ years of prior account management and/or customer success experience, preferably within enterprise software or SaaS. 3-5 years leadership experience. Proven track record of managing enterprise client portfolios of at least $10 million. Expertise with Excel and CRMs, preferably Salesforce. Ability to travel up to 10% of the time. #LI-Hybrid Please note this is a US-based role. Compensation $120,000 - $150,000 USD (base salary) In addition to base salary, this role is eligible for commission. CB Insights Leadership Principles Solve customer problems. It’s our highest calling. Designing a product? Start from the customer problem it solves. Updating our sales process? Flip it around, and simplify the customer buying process. Think BIG! Start small. Great changes start with a first step. Find it. Take it. Build a system around what works. Go and see with your own eyes. Meet the customer, use the product, talk to the field. Great systems aren’t built from afar. Priorities: Choose one. Leaders give the gift of clarity. They find the most important thing and do it. Bureaucracy. May the best ideas and execution win. Complexity. Leaders use frameworks and systems to simplify. No commitment. Leaders don’t compromise just to get along. Debate. Disagree. But once a decision is made, commit. Leaving what’s important unsaid or undone. No “circling back.” Data informs. Insight transforms. Pull the thread. Ask why. Leaders are curious. They use what they learn to create clarity. Insist on excellence. Leaders set high standards and overcome obstacles. They do the kind of work they’re excited to share with the world. Live off the land. Leaders creatively use resources already available to them – especially AI – to execute and automate their work. Good judgment. Leaders have it. Where it comes from: insight, listening, first‑hand experience. How to apply it: carefully on big, hard to reverse decisions. Swiftly on limited, easy to reverse ones. Help others. Leaders know we’re building this together. Why You’ll Want to Work Here You are excited about how AI is transforming tech. You are hungry for feedback and the chance to grow. Your instinct is to work smarter, not harder. You love developing as an SME with a strong POV. You are motivated by challenges and big ideas. What We Offer Industry Insight: access to over 500k+ tech newsletter readers. 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. Equal Opportunity Employer We’re proud to be an equal opportunity employer. All applicants are considered for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. #J-18808-Ljbffr CB Information Services Inc.