Customer Success Manager III

Summary

Join 6sense as an Associate Customer Success Manager in Mexico City (3 days/week in office) and drive customer success, optimization, and identify new business opportunities. You will own customer relationships, manage the customer lifecycle, and develop innovative ways to share impactful data and insights. Responsibilities include ensuring timely deployment of use cases, escalation management, and providing best practices for user behavior and product adoption. You will also discern revenue growth opportunities and flag them to the Account Management team. This role requires 2-4 years of experience in Customer Success Management with SaaS products and/or SMB customers. Excellent communication, interpersonal, and problem-solving skills are essential.

Requirements

• You have 2-4 years of experience in Customer Success Management working with a SaaS product and/or SMB customers (mandatory)
• You are a proactive, a self-starter with attention to detail & excellent interpersonal skills
• Able to act as a consultant by understanding your customer’s business needs and a trusted advisor to secure customer’s advocacy towards our organization
• Possess excellent communication, listening & articulation Skills – you are able to effectively converse with all levels of stakeholders & customers
• Experience using CRM, customer success management tools
• Comfortable working in a fast-paced and dynamic environment
• Strong work ethic and a team player, empathetic, highly responsive, curious, and energetic
• Product savvy - able to develop a strong understanding and technical knowledge in order to speak confidently to customers
• Bachelor's degree or equivalent practical experience

Responsibilities

• Own customer relationships as assigned, including: increasing adoption, ensuring retention, and delivering satisfaction
• Manage the ongoing customer life cycle by ensuring timely deployment of use cases, pointing to self-serve and on demand content
• Escalation Management, Stakeholder Management (Internal & External)
• Develop new and innovative ways to share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders
• Provide best practices to help drive user behavior and product adoption via a 1:1 and 1:many approach
• Proficient understanding of customer success concepts and Software as a Service
• Discern opportunities for revenue growth and flag to Account Management team

Benefits

• Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options
• We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices
• We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform
• Employee well-being is also top of mind for us
• We host quarterly wellness education sessions to encourage self care and personal growth
• From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds