Customer Success Manager

At PitchBook, we prioritize innovation and collaboration to empower our employees and create a culture of curiosity. We are committed to growth, both individually and as a company, while embracing challenges and striving for excellence.

Role Overview:
As the Director of East Coast Customer Support, you will lead a regional team focused on achieving global service level agreement (SLA) goals, enhancing workflow efficiencies, and ensuring high-quality customer support. This position emphasizes strategic planning, team development, and collaboration across departments.

Key Responsibilities:

• Manage a team of Customer Support Managers, setting goals and improving operational efficiencies.
• Provide coaching and career development support for team members.
• Conduct regular one-on-ones to review performance and identify improvement opportunities.
• Partner with the Global Director of Customer Support to define the regional strategy.
• Oversee hiring and onboarding processes for new team members.
• Serve as a point of escalation for critical client issues.
• Collaborate with the Training Program Manager to enhance training on financial markets and products.
• Conduct bi-weekly meetings to share best practices and performance metrics.
• Support company vision and values through role modeling and desired behaviors.

Qualifications:

• Bachelor’s degree in Business Administration or a related field.
• 8+ years of management or team lead experience in a Customer Support or Operations environment.
• Proven success in optimizing workflows in a fast-paced setting.
• Proficient in Salesforce or similar CRM systems.
• Strong verbal and written communication skills, with attention to detail.
• Client-first attitude and engagement with customers.
• Knowledge of financial markets, especially in private equity and venture capital.
• Ability to manage multiple priorities and work under pressure.
• Proficiency in Microsoft Office Suite, particularly Outlook, Word, and Excel.

Compensation:

• Annual base salary: $135,000
• Target annual bonus percentage: 20%

Mastercard: Customer Success Manager

About Mastercard:
Mastercard is dedicated to fostering an inclusive digital economy that benefits everyone. Our commitment to a culture of inclusion drives innovation and decision-making.

Role Overview:
As a Customer Success Manager for Dynamic Yield, you will bridge the gap between our advanced software and client satisfaction. This role requires expertise in on-site optimization, digital marketing, and data analysis to help clients achieve their goals.

Key Responsibilities:

• Assist clients in implementing on-site testing and personalization strategies.
• Promote the adoption of Dynamic Yield solutions to ensure customer satisfaction.
• Regularly review program status with clients through calls and meetings.
• Act as the main contact for clients, providing product and onboarding guidance.
• Analyze data to deliver actionable recommendations and insights.

Qualifications:

• 3-8 years of experience in digital consultation or analytics.
• Experience with Fortune 1000 clients as a Customer Success Manager preferred.
• Bachelor’s degree in an analytical or business-related discipline.
• Knowledge of digital marketing best practices and website conversion strategies.
• Proficient in digital analytics tools like Google Analytics and A/B Testing tools.
• Strong analytical skills and problem-solving abilities.
• Excellent communication and presentation skills.
• Ability to adapt quickly and operate in an ambiguous environment.

Compensation:

• Base salary range: $95,000 - $120,000
• Must be based hybrid in New York City.