Enterprise Customer Success Manager

Summary

Join Crunchbase as an Enterprise Customer Success Manager and become a trusted advisor for our enterprise clients, ensuring their success and satisfaction with our products and services. You will manage renewals, identify upsell opportunities, and contribute to both customer satisfaction and revenue growth. Lead the onboarding process for new enterprise customers, ensuring smooth implementation and quick value realization. Develop and maintain ongoing communication with customers to drive adoption and engagement. Establish strong relationships with customers, serving as a trusted advisor on maximizing Crunchbase's value. Manage existing business, focusing on renewals and proactively identifying upsell opportunities. Anticipate customer issues and find opportunities to systematize solutions. Coordinate with engineering and product teams to relay customer needs and contribute to product development. Work with the team to develop, track, and respond to critical metrics, providing regular reports to leadership. This role requires a minimum of 6+ years of successful Customer Success experience in data/software as a service and proven negotiation skills.

Requirements

• Bachelor's degree in Business, Marketing, Communications, or a related discipline preferred
• Minimum 6+ years of successful Customer Success experience in data/software as a service
• Proven negotiation skills for contracts, including up-sell and renewals
• Strong familiarity with Salesforce, hands-on experience preferred
• Proficiency in CRM software and customer success tools
• Proficient with Google Office Suite or related software

Responsibilities

• Onboarding and Implementation : Lead the onboarding process for enterprise customers, working closely with them to ensure a smooth and successful implementation of Crunchbase and help them quickly realize value from our product
• Customer Engagement and Adoption : Develop and maintain a cadence for ongoing communication with customers to drive adoption and engagement, while also identifying opportunities to enhance customer success and satisfaction
• Trusted Advisor : Establish and nurture strong relationships with customers, serving as a trusted advisor on how to maximize the value of Crunchbase within their enterprise.  Develop a deep understanding of each customer’s business goals, initiatives, and use cases to achieve their short and long term business goals based on their unique use cases. If the customer is not achieving their key objectives, you diagnose root causes and recommend corrective actions
• Renewals and Upsells : Manage a book of existing business, focusing on renewals and proactively identifying opportunities for upselling in collaboration with the sales team
• Issue Anticipation and Scaling : Anticipate customer issues and proactively find opportunities to systematize solutions, supporting effective scaling as the team and customer base grow
• Collaboration : Coordinate with engineering and product teams to relay customer needs, issues, and experiences, contributing to the development of product strategy, roadmap, and prioritization based on customer feedback
• Metrics Tracking : Work with the team to develop, track, and respond to critical metrics that drive success across the organization, providing regular reports on customer success metrics to leadership

Preferred Qualifications

• Experience in SaaS or startup environments is a plus
• Bonus points for API call experience or basic SQL understanding

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