Customer Success Manager, PitchBook

About the Role :

At PitchBook, a Morningstar company, 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!

The Customer Success Manager supports accounts that are of strategic importance to PitchBook 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 PitchBook platform. They will maintain relationships with key contacts, encourage engagement with underutilized product elements, and drive client retention and expansion.

Primary Job 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

Skills and Qualifications :

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We’ve found that we’re at our best when we’re purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you’ll have tools and resources to engage meaningfully with your global colleagues.

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