Manager, West Coast Customer Success Development

At PitchBook, 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.

Are you the right applicant for this opportunity Find out by reading through the role overview below.

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, PitchBook is the place for you.

About the Role :

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 PitchBook 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!

PitchBook’s Manager, Customer Success Development is responsible for leading the day-to-day team activity in achieving sales goals, ensuring ongoing knowledge development across the team, and training Customer Success Associates (CSA) for their next role.

Ultimately, the CSA Manager leads a high-performing sales team with an emphasis on ongoing professional development.

Primary Job Responsibilities :

• Manage and lead the San Francisco CSA team to achieve sales goals
• Set, document, and measure objectives, key results, and goals
• Design and implement processes to improve sales performance and identify opportunities for growth
• Report on sales metrics and own responsibility for team results utilizing Salesforce and PowerBI
• Set and communicate expectations for new and existing team members
• Mentor and develop customer success associates and create an environment where they can excel
• Facilitate new team member onboarding and trainings
• Encourage the team to collaborate and respect diverse perspectives
• Conduct team meetings to update CSAs on best practices and continuing expectations
• Customize training needs as needed and provide coaching, including role plays, to help CSAs achieve sales goals
• Assist on developing relevant marketing initiatives and communicate these initiatives to the CSA team
• Manage scheduling required for CSA and Account Manager collaboration
• Maintain a regular cadence of 1 : 1s with each team member to recap performance, identify improvement opportunities, and support career development
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Skills and Qualifications :

• Bachelor’s degree or equivalent experience required
• 1+ years of professional management or team lead experience, ideally in a Sales environment
• 2+ years of outbound prospecting experience
• Prior experience with Salesforce or similar CRM preferred
• Process oriented and able to develop and execute processes that drive outstanding results
• Excellent communication skills both written and verbal with the ability to present material to groups in person and via the phone
• Superior organization and able to effectively manage a large team
• Compassionate, diplomatic, and able to modify management style to be effective with a diverse group of employees
• 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 + Compensation at PitchBook :

Physical Health

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance

Emotional Health

• Paid sabbatical program after four years
• Paid family and paternity leave
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days

Social Health

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events

Financial Health

• 401k match
• Shared ownership employee stock program
• Monthly transportation stipend
• Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Compensation

• Annual base salary : $95,000
• Annual on target variable commission of fully ramped representative meeting expectations : $50,000
• PitchBook currently has no cap on commission and commission is determined by individual performance
• Starting pay will be based on several factors and commensurate with qualifications & experience. We also have a location-based compensation structure;

there may be different ranges for candidates by location.

Working Conditions :

We believe our business and our culture are strongest when we work together in person. We also know that it’s helpful to have some flexibility to work remotely.

Most roles work in the office 3+ days / week, and some are expected to work in the office 4-5 days / week. The current expectation for this role is that you are working in the office 4+ days / week and that you are in the office full-time during the training period, for which the length varies by role.

During an initial phone screen, the team will discuss expectations for this specific position.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day.

Limited corporate travel may be required to remote offices or other business meetings and events.

Life At PB :

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It’s our fundamental belief that people do and create great things and that people are the cornerstone of prosperity.

We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we’ve heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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