Customer Success Manager

At PitchBook, we are always looking forward.
We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone.
We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.
Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things.
The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves.
We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence.
If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.
About the Role: As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving.
While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers' success.
We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners.
A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members.
If this sounds like you, join us!
The Customer Success Manager supports accounts that are of strategic importance to PitchBook and works with a team to complete all account-related requests and activities.
They will develop a deep knowledge of their clients' industries, sectors, and strategic business needs and help optimize usage of the PitchBook platform.
They will maintain relationships with key contacts, encourage engagement with underutilized product elements, and drive client retention and expansion.
Primary Job Responsibilities: Achieve Net Renewal Rate goals measured quarterly while providing excellent support to clientsAct as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the PitchBook platformOnboard new clients and conduct training sessions, including in-person sessions, designed to meet the individual business needs of each clientProactively go above and beyond to ensure client satisfaction and success throughout the entire client lifecycleConduct formal business reviews with each client designed to measure renewal probability, client achievement of pre-set goals, client satisfaction, and to provide continual product educationServe as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoptionEngage regularly with Account Managers to strategize on account retention and growth opportunitiesConduct client demonstration sessions designed to highlight how the PitchBook platform addresses the needs of the account and individual end users with a consultative approachUse Salesforce and Tableau to effectively manage client relationships through call logging, usage data monitoring, and task managementWork continuously to document the details of each client interaction in Salesforce to improve customer information and drive retentionDrive engagement with clients through personally crafted emails and/or marketing provided materials via HighspotUtilize Outreach to assist in regular and timely communication with clients as neededComprehend and demonstrate why and how each of our client types engages with our product and our dataSupport the vision and values of the company through role modeling and encouraging desired behaviorsParticipate in various company initiatives and projects as requestedSkills and Qualifications: 2+ years of customer success management or account management experienceExcellent verbal and written communication skills with a keen eye for detailEnjoys relationship building and comfortable to engage a diverse array of clients to learn their business needs and provide valueExemplary presentation skillsAn appreciation for the private equity and venture capital marketplace and the ability to learn and demonstrate how clients can benefit from engaging with new product features and new dataCurious, able, and interested to learn about client needsOrganized with terrific prioritization skillsSelf-motivated, persistent, and goal-oriented attitude and can work effectively as part of a teamProficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easilyBenefits + Compensation at PitchBook: Physical Health
Additional medical wellness incentivesSTD, LTD, AD&D, and life insuranceEmotional Health
Paid sabbatical program after four yearsPaid family and paternity leaveAnnual educational stipendAbility to apply for tuition reimbursementCFA exam stipendRobust training programs on industry and soft skillsEmployee assistance programGenerous allotment of vacation days, sick days, and volunteer daysSocial Health
Matching gifts programEmployee resource groupsDependent Care FSAEmployee referral bonus programQuarterly team building eventsShared ownership employee stock programMonthly transportation stipend*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment. Compensation
Annual base salary: $105,000Annual on target variable commission of fully ramped representative meeting expectations: $20,000Working Conditions: We believe our business and our culture are strongest when we work together in person.
We also know that it's helpful to have some flexibility to work remotely.
Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week.
The current expectation for this role is that you are working in the office 3+ days/week and that you are in the office full-time during the training period, for which the length varies by role.
During an initial phone screen, the team will discuss expectations for this specific position.
The job conditions for this position are in a standard office setting.
Employees in this position use PC and phone on an ongoing basis throughout the day.
Limited corporate travel may be required to remote offices or other business meetings and events.
We are consistently recognized as a Best Place to Work and our culture is at the heart of our success.
It's our fundamental belief that people do and create great things and that people are the cornerstone of prosperity.
We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we've heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.
We are excited to get to know you and your background.
Concerned that you might not meet every requirement?
We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.
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