Sr. Manager, Customer Success - Strategic

We are looking for a customer success driven leader who has a track record of building high performing teams, building strong relationships across their teams, x-functionally, and with their customers, protects and grows their book of business, and will inspire a team of CSMs to be change agents for their customers. We’re looking for process-oriented people who have an intrinsic drive to be successful; who have a track record of building customer advocates in technical product environments; who are driven by growing and mentoring their team to maximize each of their unique potential. The leader we are looking for has a passion for B2B buyers, their businesses, and what 6sense means to their success. This leader should think critically about driving customer growth and building our organization at scale. This is a unique opportunity to help shape and accelerate our success.

As a Sr. Manager of Customer Success, Strategic, you will be responsible for leading a team of our most senior Customer Success Managers at 6sense. 

Responsibilities include:

• 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.

Your Experience and Skills Required:

• 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 managing at least 5 direct reports preferred
• 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. Experience using Marketing Automation, CRM or related applications is a plus
• 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. Master degree is preferred.
• Ability to travel to customers on site (~30%).

Additional Experience and Skills:

• 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)

Base Salary Range: $119,025.00 - $174,570.00. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). #Li-remote

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