Senior Customer Success Manager

Summary

Join 6sense as a Senior Enterprise Customer Success Manager and play an instrumental role in the company's growth. You will manage high-profile customer relationships, drive technical competency, ensure rapid deployment of solutions, and demonstrate measurable results and long-term customer value. The role involves working closely with global enterprise customers to understand their business goals and objectives, ensuring 6sense adoption, generating positive ROI, and growing lifetime customer value. You will also develop and execute mutual success plans, forecast and identify risks, maintain a strong customer renewal rate, and work with internal teams to manage product performance and customer feedback. Becoming an expert on the 6sense predictive engine and building customer advocates are also key responsibilities. This is a unique opportunity to shape and accelerate 6sense's success and grow your career.

Requirements

• 5+ 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 Enterprise Customer Success with a proven track record of meeting and exceeding targets
• Experience working 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 (~25%)

Responsibilities

• Working 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
• Adopting methodologies to scale your interaction with customers beyond in-person or virtual meetings
• Establishing strong relationships with decision-makers and key influencers within each account in your book of business
• Developing, executing, and maintaining mutual success plans and EBRs to drive business value and ROI
• Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team
• Working 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
• Becoming 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
• Partnering with 6sense’s services team to manage customer onboarding, product rollout and training
• Being an advocate for customers’ product feature priorities internally within 6sense and align with product team around driving product roadmap
• Building 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

Benefits

• Health insurance
• Life, and disability insurance
• A 401K employer matching program
• Paid holidays
• Self-care days
• Paid time off (PTO)
• Paid parental leave
• Stock options