Hybrid Customer Success Manager

at USCIS

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Tableau
• Location requirements: Hybrid, Tokyo, Japan

About the role

• Customer Success Manager supporting strategic accounts with a focus on client retention and expansion at PitchBook. Engaging clients while driving their success and optimizing platform usage.

Responsibilities

• 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 PitchBook 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

Requirements

• Bachelor’s degree preferred
• 2+ years of customer success management or account management experience
• Fluency in Japanese and English
• 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 benefit from engaging with new product features and new data
• Curious, able, and interested to learn about client needs
• Organized with terrific prioritization skills
• Self-motivated, persistent, and goal-oriented attitude and can work effectively as part of a team
• Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily.

Benefits

• A range of other benefits are also available to enhance flexibility as needs change.