Senior Manager, Customer Success - Strategic

Summary

Join 6sense as a Sr. Manager of Customer Success, Strategic, leading a team of senior Customer Success Managers. You will manage a significant book of business, mentor and coach your team, and ensure customer success and high ROI. Responsibilities include onboarding new CSMs, developing training programs, tracking key metrics, and collaborating cross-functionally. You will analyze customer data, resolve issues, and build customer advocates. The ideal candidate has 10+ years of experience in Customer Success, Account Management, or Consulting, with 3+ years in management, and a proven track record of success in a SaaS environment. This role requires strong communication, negotiation, and data analysis skills. 6sense offers a competitive salary and benefits package.

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 in management
• Experience owning a book of business ($8M+) with responsibility for renewals and upsell/cross sell
• Experience interfacing with and 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
• Have led projects from conception to closure, and have experience leveraging internal resources to get things done
• Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media
• Ability to analyze data, identify trends, and make data-driven decisions
• Strong communications skills
• Strong renewal negotiation skills and track record of achieving your targets
• BA/BS degree is required
• Ability to travel to customers on site (~30%)

Responsibilities

• Manage a book of business made up customers in our Strategic segment (~$15M+)
• Lead, mentor, and coach a team of 5-8 Customer Success Managers, fostering a high-performance, customer-centric culture
• Conduct regular one-on-ones, performance reviews, and provide constructive feedback to help them achieve their annual goals and support the professional growth of the Customer Success Managers
• Onboard new CSMs and ensure they are equipped with the necessary knowledge and tools to succeed - includes product, x-functional workings, and internal process knowledge
• Participate in developing and implementing training programs to enhance CSM skills in areas such as product knowledge, customer engagement, adoption tracking, renewal management, and conflict resolution
• Own staying up to speed on product knowledge so you may can support your team and actively participate in customer conversations, including escalations
• Build and create relationships across the Customer Success team and cross-functionally at 6sense
• Have oversight over the global Strategic customers in your book of business to ensure 6sense is being adopted into our customer teams’ daily workflow, generating positive ROI, and growing lifetime value for 6sense
• Ensure your CSMs are consistently tracking key customer success metrics (e.g., win rate, renewal forecasting, customer health, Mutual Success Plan progress, Business Reviews conducted, adoption rates) and report on performance
• Coach your CSMs on renewal strategies, including forecasting, negotiation, and contract management to help them achieve their annual renewal goals
• Deliver on forecasting and health update requirements on time to senior leadership
• Analyze customer data and usage patterns to help your CSMs proactively identify at-risk accounts and develop mitigation plans
• Maintain visibility into product performance and customer feedback to communicate with CS and other teams. Work closely with CSMs, customers and internal teams to resolve issues promptly and minimize customer churn
• Work with your CSMs to ensure they are building customer advocates who will speak on behalf of 6sense as a reference and share success stories in 6sense events and content
• Be an advocate for customers’ product feature priorities internally within 6sense and align with product team around driving product roadmap
• Partner with your sales and SC counterparts on account renewal and growth planning
• Manage team workload, resource allocation, and assist in prioritization exercises
• Identify opportunities for continuous improvement - within accounts, across the CS team, and across 6sense
• Build multi-level internal relationships, demonstrate operational excellence
• Lead confidently through change, juggle multiple projects, prioritize, and scale
• Cultivate a connected, curious, fun, love-to-win and love-to-delight-customers environment on your team

Preferred Qualifications

• Experience managing at least 5 direct reports preferred
• Experience using Marketing Automation, CRM or related applications is a plus
• Master degree is preferred
• 3+ years of BI (Tableau, Domo, MicroStrategy), Marketing Automation (Marketo, Eloqua or Pardot) or CRM (Salesforce and Dynamics) platforms
• 1+ years of experience with a Customer Success Platform (Gainsight, Totango, Strikedeck)

Benefits

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