Principal Customer Success Manager

Summary

Join 6sense as a Senior Strategic Customer Success Manager and play a key role in the company's growth. You will manage high-profile customer relationships, drive technical competency, ensure rapid deployment of solutions, and create a culture of customer success. Responsibilities include managing a portfolio of large, global customers, working with their teams to achieve business goals, and developing strategic account plans. You will also forecast, identify risks, and maintain high customer renewal rates. The ideal candidate has 10+ years of experience in customer success, account management, or consulting, with a proven track record of exceeding targets in high-touch enterprise environments. 6sense offers a comprehensive benefits package, including health insurance, paid time off, and stock options.

Requirements

• 10+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company, where you developed strategies on assigned accounts to fully leverage technology solutions
• 3+ years experience in high-touch Strategic or Enterprise Customer Success with a proven track record of meeting and exceeding targets
• Experience working with global 1000 Enterprise customers with multiple stakeholders and managing success programs as the key advisor to global as well as regional customer organizations
• Experience advising customers including CxOs on how to best use and adopt SaaS platform for faster Return on Investment (ROI)
• Experience working closely with B2B demand gen, marketing operations, sales operations and analytics teams
• Experience negotiating renewals and identifying and driving upsell opportunities
• Have led projects from conception to closure and have experience leveraging and influencing internal resources to get things done
• Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media. Experience using Marketing Automation, CRM or related applications is a plus
• Strong analytical and communications skills
• BA/BS degree is required
• Ability to travel to customer site (~30%)

Responsibilities

• Manage a book of our largest, global strategic customers
• Work closely with global Enterprise customers to understand their business goals and objectives, and ensuring 6sense is being adopted into their teams’ daily workflow, generating positive ROI, and growing lifetime customer value for 6sense
• Establish strong relationships with decision-makers and key influencers within each account in your book of business
• Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI
• Forecast, identify risk, and maintain a strong customer renewal rate and growth rate in partnership with the Account Executive team
• Work closely with customer and internal teams to maintain visibility into product performance and customer feedback. You will clearly communicate and manage risk, proactively helping resolve issues promptly while minimizing customer churn
• Become an expert on the 6sense predictive engine, including implementation, how use cases of 6sense connect to top business goals and requirements, and areas to expand use cases
• Partner with a 6sense technical CSM and Program Managers to manage customer onboarding, product rollout and training
• Be an advocate for customers’ product feature priorities internally within 6sense and align with product team around driving product roadmap
• Build customer advocates who will speak on behalf of 6sense as a reference and share success stories in 6sense events and content
• Ability to juggle multiple projects, prioritize, and scale while having fun

Preferred Qualifications

• 5+ years of experience using BI (Tableau, Domo, MicroStrategy), Marketing Automation (Marketo, Eloqua or Pardot) or CRM (Salesforce and Dynamics) platforms
• 2+ years of domain expertise in one of the following industries: Communications, Media, High-Tech, Manufacturing, Healthcare, Life Sciences, Financial Services, Insurance or Retail is preferred
• Master’s degree is preferred

Benefits

• Generous health insurance coverage
• Life, and disability insurance
• A 401K employer matching program
• Paid holidays
• Self-care days
• Paid time off (PTO)
• Full-time employees can take advantage of health coverage
• Paid parental leave
• Generous paid-time-off and holidays
• Quarterly self-care days off
• Stock options
• Access to our LinkedIn Learning platform
• Quarterly wellness education sessions