Manager, Customer Success

Crunchbase; California, Georgia, Orlando (MO, VT, IL, FL); Remote; USD 151,000 - 173,000; Full time

Job summary

Crunchbase is seeking a Manager of Customer Success to enhance customer satisfaction, retention, and growth. In this pivotal role, you'll lead a team, manage customer relationships, and drive onboarding and expansion initiatives. Your leadership will directly impact client loyalty and revenue.

Benefits

Generous PTO policies

Competitive salary and equity

Monthly wellness stipend

Flexible paid time off

Incredible medical, vision, and dental benefits

Qualifications

• 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.
• Proficient in contract evaluation and customer escalation resolution.

Responsibilities

• Lead a small team and ensure they meet performance objectives.
• Facilitate customer onboarding and monitor satisfaction to enhance retention.
• Collaborate with Sales to identify upsell opportunities.

Skills

Customer account management

Leadership

Communication

Problem-solving

Analytical skills

Education

Bachelor's degree in Business, Marketing, or related field

Tools

Salesforce

Google Office Suite

Job description

About Crunchbase

Crunchbase is a predictive solution that provides intelligence on private companies, powered by the unique combination of live private company data, AI, and market activity from over 80 million users. We predict private market movements that matter to help investors, dealmakers, and analysts make the right decisions.

We are committed to fostering a positive, diverse, and inclusive culture by hiring for potential and embracing individuals with diverse perspectives, backgrounds, experiences, and skill sets. We value transparency and openness, believing that an inclusive environment strengthens our teams and enhances our products.

Crunchbase has a remote-first approach, and is open to hiring in residents of these states: California, Colorado, Illinois, Florida, Georgia, Massachusetts, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Texas, Virginia, Washington, and Maine.

Our inclusive remote-first culture, generous PTO policies, competitive pay, and employee wellness benefits set us apart!

Customer Success at Crunchbase

As a Manager of Customer Success at Crunchbase, you will play a pivotal role in driving customer satisfaction, retention, and growth. You will manage a book of business and a focused team, ensuring customers have a seamless experience from onboarding through to product adoption and expansion. You will be on the front line interacting with our customers on a daily basis and creating enhancements to the current journey alongside the Customer Success Managers and cross functional partners. Your contributions will directly impact customer loyalty and company revenue. Your role will be instrumental in driving the onboarding, adoption, retention, and expansion of our customer accounts.

What You’ll Do:

• 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.
• Supervisory Responsibilities:
  • 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.

What We’re Looking For:

• 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.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

You may also be entitled to receive equity and benefits.

Salary Range

$151,725 - $172,500 USD

What Crunchbase Offers:

• 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
• 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
• A team of creative, transparent entrepreneurs driven to accomplish our mission

At Crunchbase, we value team members who are passionate and enthusiastic about what we're building here. We believe there is no "perfect" candidate, and want to encourage applying even if all the requirements listed aren’t met. If you're passionate about Crunchbase and looking to learn and grow, then we look forward to reviewing your application!

Crunchbase does not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, veteran status, military obligations, or marital status. We will consider for employment qualified applicants with arrest and conviction records. Every day our team is honored to work with entrepreneurs and innovators from every corner of the globe, and we aim to build a team that reflects the diversity of our customers. Each individual at Crunchbase brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides a better service to its customers, and helps us all grow and learn as individuals.

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