Manager of Customer Success, Crunchbase
+ Equity
More information about location
Database of innovative companies
Be an early applicant
Database of innovative companies
201-500 employees
Be an early applicant
+ Equity
More information about location
201-500 employees
Company mission
To give anyone the tools to find out about innovative companies, from startups to global brands, and the people behind them.
Role
Who you are
- We are looking for awesome people who want to build outstanding relationships with our customers
- Experience managing customer accounts and fostering strong client relationships
- Ability to scale Customer Success functions
- Strong leadership, communication, and interpersonal skills
- Strong analytical and problem-solving skills
- Proficient in contract evaluation, customer escalation resolution, and handling negotiations
- Extensive expertise in Onboarding, Renewals, Expansion, and tracking
- Proven experience creating Salesforce reports, analyzing data trends, and following forecasting processes
- Proficient with Google Office Suite or related software
- Bachelor's degree in Business, Marketing, or a related field preferred
- 3+ years of experience in Customer Success, with at least 1 year in a leadership role
- Experience in SaaS or startup environments is a plus
What the job involves
- Our Customer Success team is responsible for driving the adoption of our Crunchbase Enterprise SaaS Product and our API through proactive engagement
- We are building our sales and CS team to quickly scale our customer base and identify new revenue opportunities within existing accounts
- Our customers are diverse and range from startups to Fortune 500 companies, but they all count on Crunchbase for critical information delivered at the right time
- As a CSM, you will provide a high level of support to customers looking to integrate Crunchbase data into their applications and business, and serve as one of the primary liaisons between Crunchbase and our customers
- Team Support and Coordination: Assist in leading a small team, promoting a culture of customer-centricity and collaboration. Provide guidance and support to ensure team members meet performance objectives
- Customer Journey: Understanding and evaluating the full customer journey and identifying opportunities for enhancement as well as executing on process improvements
- Customer Onboarding: Facilitate the onboarding process for new customers, ensuring they are set up for success with our products and services
- Adoption and Engagement: Execute strategies to drive customer product adoption and active engagement, helping customers realize the full value of our offerings
- Content Management: Create content and journey for scaled success plus playbooks for team to execute on
- Retention: Monitor customer health and satisfaction, proactively addressing potential issues to prevent churn and enhance customer retention
- Expansion: Work closely with Sales and Product teams to identify opportunities for upsell within existing customer accounts, contributing to revenue growth
- Performance Metrics: Monitor team performance against key performance indicators (KPIs) and work on continuous improvement efforts
- Customer Advocacy: Build and maintain strong relationships with customers, turning satisfied customers into advocates through testimonials, case studies, and referrals
- Feedback Loop: Collaborate with internal teams to relay customer feedback, supporting product and service enhancements
- Team Oversight: Directly supervise a team to oversee their day-to-day activities and ensure alignment with company goals and standards
- Performance Management: Conduct regular performance reviews, set clear objectives, and provide constructive feedback to foster professional development and high-quality work
- Hiring and Training: Play an active role in hiring new team members as needed. Develop and implement training programs to enhance team skills and knowledge
- Conflict Resolution: Act as a mediator in resolving any interpersonal or professional conflicts within the team, ensuring a positive and productive work environment
- Resource Management: Allocate resources effectively, including managing work schedules, balancing workloads, and ensuring the team has the necessary tools and information to perform their roles efficiently
- Performs other related duties as assigned
Our take
Crunchbase is a platform that's designed for finding business information about public and private companies. This includes funding information, recent investments, leaders or founders, industry trends, and M&A news.
In addition to earning money via advertising, Crunchbase sells a range of products on a monthly basis, such as Crunchbase Pro and Crunchbase Enterprise, which allow users to run advanced searches of their database. Though it has competitors such as Owler, DealRoom and PitchBook, Crunchbase differentiates itself by covering a wider breadth of companies and having additional info on tech stacks and web traffic.
Crunchbase data is crowd-sourced, which means that people and companies enter data on themselves and others. This means that company info that is not widely available can be missed or added late, but despite these shortcomings, Crunchbase remains a premier spot for company information. Its latest round of funding will be used to grow its team as well as continue planned improvements, including the addition of enhanced machine learning-powered suggestions to the site.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2022
$50m
SERIES D
Oct 2019
$30m
SERIES C
Total funding: $106.5m
Company benefits
- Medical, vision, and dental coverage
- 401k and roth plans
- 14 weeks fully-paid parental leave
- Free One Medical membership
- Mental health days to recharge
- No meeting day every Thursday
- Flexible vacation policy
- Generous wellness reimbursement plan
- $1k allowance to build your home office
- Monthly internet stipend
- Monthly stipend for coffee or a quick bite with colleagues
- Annual carbon offset coverage
- Volunteering time off (VTO)
- $3k learning and development stipend ($1k eligible for student loan repayment)
- Matching charity contributions
Company values
- Take the Initiative - We have an entrepreneurial mindset and take the initiative to create value for our customers
- Be Open - We are generous and courageous when giving and receiving feedback. We are good listeners and embrace diversity of thought
- Develop Your Craft - We bring a spirit of curiosity to all that we do. We strive to improve by celebrating achievements and learning from mistakes
- Put Customers First - We prioritize understanding customer needs and exceeding their expectations in everything we do
- Do Good - We help each other. We are active participants of our community, inside and outside our office
Articles
Leadership
Michael Arrington
(Founder)Studied at UCB and Stanford law before practicing at O'Melveny Myers and Wilson Sonsini Goodrich & Rosati. Founded Crunchbase in July 2007 before going on to found and lead TechCrunch to a successful exit with AOL. Most recently co-founded CrunchFund.
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