We take a look at CB Insights' Customer Success Managers and how they make sure each client gets the most out of the platform.
Meet our customer success team.
The group builds relationships with all our clients and makes sure each user gets exactly what they need out of the CB Insights’ platform.
The team is growing quickly and hiring in a number of positions (including Customer Success Managers, or CSMs).
Below, we take a look at how the CSMs work to improve customer relationships, and some of their favorite aspects of the role at CB Insights.
Adrienne Lewis
What is your background (prior to CBI)?
Before coming to CB Insights, I was an Account Executive at a govtech startup. Prior to that, I was actually an elementary school teacher in Oakland, CA.
What portfolio of customers do you work with?
I work with all of our university customers as well as many of our economic development organizations. I also work with a few nonprofits and clients in media, finance, and shipping/packaging.
What’s your favorite thing about your role?
My favorite thing about the CSM role is the various opportunities for problem-solving. We work alongside our clients to help them develop solutions to innovation challenges. We also work with many internal teams on using client feedback to inform plans and practices.
What’s your favorite platform feature and why?
I love our research. Beyond being exceptionally interesting, it is such a great resource for the CS team. We are always sending new research to our clients as a way of starting a conversation.
What’s something you are excited to tackle in the next 6-12 months?
In the past couple of months, I worked on redoing the university plans and pricing. I’m excited to expand on this over the next 6-12 months with projects like capturing university usage data and automating research highlights to university contacts.
Fun fact?
I love to cook — I collect cookbooks, grow my own herbs, and even took a few food studies courses in college.
Graham Dietrich
What is your background (prior to CBI)?
I was in consulting and sales at a large market data & research company, then moved into an account management role at a growing EdTech company in New York City.
What portfolio of customers do you work with?
I work with a wide variety of customers but have a heavy concentration in Private Equity, Financial Services, Consumer Goods, and Corporate Venture.
What’s your favorite thing about your role?
Building lasting customer relationships to drive retention and expansion, as well as being able to manage a new team and develop the growth of other CSMs.
What’s your favorite platform feature and why?
The Research Portal — there’s so much incredible information being published on a daily basis, keeping our customers and our team on the cutting edge of what is coming next in the world of tech.
What’s something you are excited to tackle in the next 6-12 months?
I’m excited to work in tandem with others to revamp the CS onboarding processes and getting my team to hit our goals for the back half of 2018.
Fun fact?
I’m from California originally but went to high school in British Columbia and then came back for university in Washington DC.
Micalla Hootstein
What is your background (prior to CBI)?
I initially started on Morgan Stanley’s Wealth Management side of the business supporting a top portfolio manager, and then transitioned to the institutional side working in a cross-divisional, strategic function, helping to drive business and revenue across the firm.
What portfolio of customers do you work with?
Given my background, I support our leading and largest Financial Services customers. This includes investment banks, asset managers, and investment managers.
What’s your favorite thing about your role?
Being a trusted and value-added partner and advisor to my clients. It’s rewarding to be able to help my clients solve complex, strategic business by using CB Insights to drive their business forward. Finally, working with an amazing group of CSMs!
What’s your favorite platform feature and why?
Collections. Collections is a really powerful, dynamic piece of the platform. As a project management work tool, it allows our clients to easily track their workflow and monitor new companies and investors in one place. Then, within Collections, visualizing trends through various charts and graphs, and building Market Maps.
What’s something you are excited to tackle in the next 6-12 months?
I’m currently working on large expansion opportunities with a few of my financial services clients. I’m excited to tackle the challenge that comes with growing and deepening a relationship, and to continue to forge relationships with new members across the organization with which I currently partner.
What is your day-to-day like?
Not every day is the same, which keeps things exciting and interesting. I take a consultative approach with my clients, so a lot of the work I do is tailored to my clients’ respective areas of focus/interests/projects. My day will likely either consist of live platform trainings, preparing QBRs or value reviews, client and internal meetings, and overall management and oversight of my portfolio.
Fun fact?
I was captain of my high school tennis team and danced (jazz, ballet, and tap) for almost 10 years!
Ebram Megally
What is your background (prior to CBI)?
I managed utility customer relationships and territories at an energy management software corporation. I also helped build and run a go-to-market strategy for an early-stage energy storage startup.
What portfolio of customers do you work with?
I manage our Utility, Heavy Industrial, and Materials clients.
What’s your favorite thing about your role?
People love our brand and content. So when customers come on board they’re always eager, excited, and engaged.
What’s your favorite platform feature and why?
The Earnings Transcripts Analyzer. Everyone has anecdata on what their competitors are publicly saying, but visualizing the data at large often tells a different story.
What’s something you are excited to tackle in the next 6-12 months?
Building out cadences and processes for cross-team collaboration specific to customer verticals.
What is your day to day like?
I’m either helping a new customer understand the emerging technology landscape affecting their business, scoping out a Tailored Intelligence report for customers on our highest subscription package, or consulting with clients on leveraging the new platform features and tools our product team releases.
Fun fact?
In the summer months I grow veggies on my roof (tomatoes, cucumbers, cayenne peppers, snap peas, broccoli, etc).
If you’re interested in working as a customer success manager, apply here.