About Crunchbase
Crunchbase helps over 70 million people around the world connect with the companies and people that matter. We are democratizing access to opportunities so that entrepreneurs, investors, job seekers, salespeople, and others can accelerate innovation for a better future. We are proud to build products that are shaping how companies and people connect, using our intelligence and data to help them communicate in a more meaningful way with one another.
We are committed to a positive, diverse, and inclusive culture by hiring for potential, focused on the inclusion of people who have different ways of thinking, different viewpoints, different backgrounds, and different skill sets. We value a transparent and open culture that positively impacts our teams and our products.
Crunchbase has a remote-first approach, and is open to hiring in these locations:
Atlanta, Austin, Boston, Chicago, Denver, Las Vegas, Los Angeles, Miami, Minneapolis, New York, Portland, Raleigh, San Francisco, and Seattle
Customer Success at Crunchbase
Customer success is a significant focus at Crunchbase. The Crunchbase Customer Success team is responsible for all aspects of customer success including onboarding, adoption, retention, and expansion of our enterprise customer accounts. We help some of the largest technology and finance companies in the world find value and success with Crunchbase.
What You'll Do:

• Develop, manage, support, and grow a team of CSMs and ensure they have the knowledge, tools, processes, in order to service our customers and grow their careers
• Motivate and Manage team to achieve customer onboard, adoption, retention, and expansion goals
• Forecast renewals and expansion, and predict customer health
• Serve as an escalation point for contracts, negotiation, and customer issues
• Provide guidance in account planning and renewal strategy development
• Measure and make process improvements to improve customer and CSM experience for Onboarding, Adoption, Retention, Expansion

What We're Looking For:

• 2-4 years of experience managing CSM team at a B2B SaaS company
• Experience evaluating and negotiating contracts, handling customer escalation issues
• In-depth experience with Onboarding, Renewals, Expansion processes, and tracking
• Experience creating Salesforce reporting, analyzing data trends, and following forecasting processes
• Experience working with an API/Data product

What Crunchbase Offers

• Competitive salary and equity
• Remote first policy
• Generous Reimbursement policy for learning and development activities
• Monthly fitness / mental health reimbursement
• 10 weeks of fully-paid time off for new parents
• Flexible Paid Time Off (PTO)
• Volunteering Paid Time Off
• Incredible medical, vision and dental benefits for employees and their families
• Free One Medical Group membership for employees and their families
• 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
• Annual carbon offset
• 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. 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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