Customer Success Manager

At Pitch Book, a Morningstar company, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We’re deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.

Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast, and do it all over again in the pursuit of excellence.

If you have a good attitude and are willing to roll up your sleeves to get things done, Pitch Book is the place for you.

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and Pitch Book are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success.

We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

The Customer Success Manager supports accounts that are of strategic importance to Pitch Book and works with a team to complete all account-related requests and activities. They will develop a deep knowledge of their clients’ industries, sectors, and strategic business needs and help optimize usage of the Pitch Book platform. They will maintain relationships with key contacts, encourage engagement with underutilized product elements, and drive client retention and expansion.

• Achieve retention and expansion goals measured quarterly while providing excellent support to clients
• Act as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the Pitch Book platform
• Onboard new clients, identify client goals, and conduct training sessions, including in-person sessions, designed to meet the individual business needs of each client
• Proactively go above and beyond to ensure client satisfaction and success throughout the entire client lifecycle
• Conduct formal business reviews with each client designed to measure renewal probability, client achievement of pre-set goals, client satisfaction, and to provide continual product education
• Serve as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoption
• Engage regularly with Account Managers to strategize on account retention and growth opportunities
• Use Catalyst and Tableau to effectively manage client relationships through call logging, usage data monitoring, and task management
• Work continuously to document the details of each client interaction in Catalyst to improve customer information and drive retention
• Drive engagement with clients through personally crafted emails and/or marketing provided materials via Highspot
• Comprehend and demonstrate why and how each of our client types engages with our product and our data
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

• Bachelor’s degree preferred
• 2+ years of customer success management or account management experience
• Excellent verbal and written communication skills with a keen eye for detail
• Enjoys relationship building and comfortable engaging with a diverse array of clients to learn their business needs and provide value
• Exemplary presentation skills
• An appreciation for the private equity and venture capital marketplace and the ability to learn and demonstrate how clients can…