Customer Success Manager

Summary

Join Crunchbase as a Customer Success Manager and ensure client success and satisfaction with our product and services. Lead the onboarding and implementation process, guiding customers to quickly realize the value of our product. Manage renewals, identify upsell opportunities, and foster strong client relationships. Collaborate with sales, product, finance, and engineering teams throughout the post-sales lifecycle. Develop strategies to drive customer adoption and engagement, and enhance the overall customer experience. Serve as a go-to advisor for clients, understanding their goals and providing strategic guidance. Manage a large book of existing business and partner with engineering and product teams to relay customer feedback and contribute to product strategy. Anticipate challenges, identify solutions, and systematize them for scalable growth. Collaborate on tracking key metrics and analyzing data to refine customer success strategies.

Requirements

• Proactive and attentive customer-driven approach
• Negotiation experience for upsell and renewals
• 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
• Minimum 2 years of successful Customer Success experience in data/software as a service

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

Preferred Qualifications

• Proficiency in Salesforce (preferred)
• Bachelor's degree in Business, Marketing, Communications, or a related discipline preferred
• Experience in SaaS or startup environments is a plus

Benefits

• Competitive salary and equity in the form of stock options
• Remote first policy
• Generous Reimbursement policy for learning and development activities
• Monthly Wellness stipend
• 14 weeks of fully-paid time off for various life situations (like welcoming a new born or caring for family)
• Flexible Paid Time Off (PTO)
• 22 Holidays in 2025
• Volunteering Paid Time Off
• Incredible medical, vision and dental benefits for employees and their families (including PPO, HDHP, and INO plans)
• 401(k) and Roth plans, and free annual financial adviser check-in
• Monthly internet stipend
• Work from home allowance to purchase furniture for your work from home space
• Matching charity contributions for our Townhall awards