Customer Success Manager

Customer Success Manager

CrunchBase began as a community database of startups and has since become the leading method of discovering companies and the people behind them. CrunchBase is in a unique spot -- we have millions of users and superb name recognition, but we're operating as a fresh startup building greenfield products.

We are in search of our first Customer Success Manager to design and implement the infrastructure and playbook used to facilitate an extraordinary relationship management practice here at CrunchBase. This CSM will provide a high-level of support to customers looking to integrate CrunchBase data into their applications and business, and serve as the primary liaison between CrunchBase and our customers.

Sales and Customer Success at CrunchBase

As CrunchBase’s first Customer Success Manager, you will:

• Work in partnership with Account Executives to facilitate a smooth hand-off from close of sale to implementation of the CrunchBase API and all future products

• Comfortably walk customers through both the pre and post-sales cycles and educate them on product best practices

• With Head of Revenue, create and implement a strategy and playbook for how best to manage relationships with SMBs, enterprise customers, and everything in between, and develop KPIs to measure the effectiveness of those efforts

• Anticipate issues and identify opportunities to replicate and systematize solutions used for other customers in order to support effective scaling as the team and customer base grows

• Work closely with engineering and product to relay customer needs, pain points, and experiences to drive product strategy, roadmap, and prioritization

You:

• Are a customer success decathlete who is a top performer across all facets of the role

• Naturally possess a high level of empathy and play close attention to the needs of customers

• Have a high standard for excellence and feel a great sense of satisfaction when customers are successful

• Are a clear and confident communicator -- comfortable interfacing with executives at startups to the Fortune 500 and coordinating cross-functionally with internal teams and leadership

• Are extremely coachable and constantly looking for opportunities to improve your craft

• Are technically capable and can converse effectively with technical clients and coordinate technical implementations with internal and customer teams

Qualifications

• Approximately 2-5 years experience in a customer success or support functionality

• Experience writing SQL queries

• Excellent written and communication skills

• Experience with Salesforce preferred

What CrunchBase offers

• Game changing opportunities to revolutionize the way people interact with companies

• Competitive salary and significant equity in a well-funded, high-growth company

• Daily catered lunch and free drinks with plenty of snacks

• Unlimited Paid Time Off (PTO)

• Full medical, dental, and vision coverage

• Free One Medical Group membership

• 401(k) plan

• Free access to TechCrunch conferences & events

• Comped Uber rides home on nights and weekends

• Prime location in the SoMa district of SF, near CalTrain, BART and Muni stops

• A collaborative team of creative, bright coworkers