Manager, East Coast Customer Success Development

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, East Coast Customer 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 to be impactful. Ultimately, the East Coast Customer Success Development Manager leads a high-performing team of New York Customer Success Associates with an emphasis on ongoing professional development.

Primary Job Responsibilities:

• Lead and inspire the New York Customer Success Associate team to consistently exceed sales goals through hands-on coaching, motivation, and team development
• Inspire a supportive team culture aligned with company values, cultivating an environment that empowers individual and team success
• Conduct regular team meetings to share best practices, review metrics, reinforce expectations, and promote continuous learning
• Support new hires thorough onboarding and learning path completion, setting them up for success from day one
• Set clear team objectives and key results, aligning CSA goals with broader account growth targets
• Take ownership of team outcomes, tracking progress and providing leadership with regular performance updates
• Hold consistent 1:1s with each team member to discuss performance, strategic goals, coaching needs, and career development
• Use data to monitor performance, diagnose challenges, and provide targeted coaching on pipeline management and opportunity creation
• Coach team members to enhance productivity by effectively managing lead flow, tracking weekly activities, and upholding high standards in lead qualification to drive quality opportunities and maximize conversions
• Ensure team adherence to standard operating procedures and role expectations, maintaining high quality in all activities
• Partner with Account Management leadership to align CSA activities with account growth strategies, ensuring coordinated efforts across teams
• Participate actively in Account Management & Customer Success Leadership meetings, offering insights and driving alignment on account growth strategies
• 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
• 2+ years of professional management or team lead experience, ideally in a sales capacity 
• A good candidate for the role is someone who has personal experience exceeding sales quotas through grit and creative thinking 
• Experience in developing cold calling and prospecting skills and methodologies 
• Previous experience building relationships with internal management 
• Experience with Salesforce or a similar CRM, as well as Outreach or other workflow tools 
• Willingness to learn our sophisticated yet elegant SaaS-based platform 
• Superior written and verbal communication skills 
• Recruiting and team development experience
• 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

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 5 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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