Uncubed
   

Senior Director, Customer Success

CB Insights, New York, NY

Software that predicts technology trends.​


The role you'll play:

First, some data on the growth of CB Insights. 

  • 2015 - 66 teammates
  • 2016 - 104 teammates
  • 2017 - 168 teammates
  • 2018 - 209 teammates
  • 2019 - 292
  • 2020 - 302
  • Today - 350+ and growing

Over that same period, our revenue has grown 800%. Underpinning this growth is the CB Insights Technology Intelligence platform, the vast market we have to capitalize on, and a great team with top talent across all levels. Additionally during the past 12 months while others have floundered, we have thrived - adding new datasets to our platform, two company acquisitions, key new products to facilitate better data ingestion for our customers, and growing the headcount of our customer success team (to keep up with customer demand).

Now, what we need is a senior leader to help develop and grow our top-notch talent and improve our already solid CS foundation.

The Senior Director, Customer Success will bring their skills to a high-functioning Customer Success team that ensures our customers achieve measurable outcomes through their engagement with CB Insights. With this person’s skills and contribution, we will take the team to the next level in creating value for our customers.  The Senior Director will lead a team of Customer Success Managers across a portfolio of 2-3 assigned verticals covering a global clientele of premier accounts.  They will lead cross-functional projects, collaborating with our Product, Research, and Marketing teams, all while engaging directly with customers. Performance will be based on specific metrics associated with revenue retention, customer software adoption, customer portfolio health, and employee engagement.  They will report directly to the VP of Customer Success.

About the Customer Success team:

Working on our team is unique mostly because of our amazing clients, the problems we are helping them solve, and our team's diversity.  

Every day our team speaks with the best and brightest people at Fortune 500 companies. Our clients are looking to us to help them solve interesting challenges on how some of the largest organizations in the world are adapting to emerging tech trends. Being a part of the CBI Customer Success team means being a part of that equation. 

The uniqueness of the CS Team is driven by our group's diversity. You can look around and you'll find very few people with similar backgrounds. We each bring our own story which creates a very special environment for creativity, fun, strategy, and success.

What’s CB Insights All About:

The CB Insights platform is the smartest way to explore and exploit emerging technologies. We help the world’s leading companies accelerate their digital strategy and transformation with data, not opinion. Our Emerging Technology Insights Platform fuses machine and human intelligence to help you discover and manage your response to emerging technology startups and markets.

Your Main responsibilities:

  • Lead a team of Customer Success Managers to deliver an experience that leaves customers wanting more
  • Drive platform adoption, retention, and satisfaction in your team’s portfolio.
  • Engage in CSM recruitment, hiring, and training to land and retain A-players..
  • Assess, prioritize and innovate new programs to ensure customers are adopting CB Insights.
  • Work with the CS leadership team to establish core goals, objectives, and key results for the CS organization.
  • Engage, develop, mentor, and coach your team of CSM’s to drive results and increase employee engagement.  
  • Drive acceptance and implementation of cs plays and strategies without your verticals.
  • Work closely with CS and Sales leadership to ensure strong communication around account-specific questions, challenges, and opportunities.
  • Stay current on all CB Insights product releases, marketing language, and event programming.
  • Support creation of actions plans and playbooks aimed at improving the standard practices of the Customer Success org.
  • Own accurate forecasting, account assignments, and bandwidth management of your pods.
  • Engage directly with customers to build a senior relationship in key accounts. 

What you bring to the table:

  • You have a motor that never stops and is laser-focused on strategy execution
  • You own your team’s results and personally ensure your team is executing at its highest level.
  • You have a passion for coaching your direct reports and pride yourself on the growth and performance of those reporting to you.
  • You have strong experience managing key customer relationships and engaging senior decision-makers in your portfolio of accounts
  • You are impatient to move others to action.
  • You don’t stop once goals are met and strive to achieve more.
  • 5-7 years in a customer success or account management role.  Any experience with corporate innovation or strategy a plus.
  • 3-5 years of leadership experience managing a team of at least 5 direct reports
  • Capable of managing key customer communications with multiple stakeholders, ensuring a valuable overall experience with the CBI brand.
  • Great communication skills
  • Strong collaborator.  
  • Able to bring internal parties together to work toward the best solution for our customers.
  • Ability to manage multiple projects simultaneously and leverage strong prioritization skills to ensure deadlines are met

What’s CB Insights All About

The CB Insights platform is the smartest way to explore and exploit emerging technologies. We help the world’s leading companies accelerate their digital strategy and transformation with data, not opinion. Our Emerging Technology Insights Platform fuses machine and human intelligence to help you discover and manage your response to emerging technology startups and markets.

The Perks:

  • Amazing culture that emphasizes Hard Work, High Standards, Hunger, Helpfulness, and Humility. Learn more here
  • A newsletter that 700k+ people follow:  Sign up here.
  • Be Healthy: Health with HSA and FSA options, dental, and vision insurance along with unlimited/take what you need sick day policy
  • Plan for the future: 401k with up to 4% match
  • Continued Learning: $1,000 yearly continuing education stipend
  • Rest and Relax: Competitive vacation and holiday plans 
  • Refuel: In office daily lunch stipend, unlimited snacks/coffee

We know that diversity makes for the best problem-solving and creative thinking. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for.  

Equal Opportunity Employer: CB Insights is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

If you know someone who'd be perfect for the role, 

submit here and you'll be eligible for $5,000!

About CB Insights

CB Insights has built a tech market intelligence platform that analyzes millions of data points on venture capital, startups, patents, partnerships and news media to predict technology trends.


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Want to learn more about CB Insights? Visit CB Insights's website.