Principal Customer Success Manager – Strategic

Cacheflow; United States; On-site; USD 126,393 - 185,377; Full time

Benefits offered by this job

Health insurance

401K matching

Paid holidays

PTO and self-care days

Stock options

Job summary

6sense is seeking a Principal Customer Success Manager - Strategic to lead strategic account plans and QBRs, driving ROI for global enterprise clients. You’ll forecast risks, manage renewals and growth, and partner with internal teams to optimize product adoption and value realization.

You will collaborate with cross-functional teams, mentor stakeholders, and advocate for customer priorities while navigating complex stakeholder landscapes. Domestic travel is required.

Qualifications

• Develop strategies on assigned accounts to leverage technology solutions.
• High-touch Strategic or Enterprise Customer Success
• Managing success programs as the key advisor to global as well as regional customer organizations
• Advising customers including CxOs on how to best use and adopt SaaS platform for faster ROI
• Working closely with B2B demand gen, marketing operations, sales operations, and analytics teams
• Negotiating renewals and identifying and driving upsell opportunities

Responsibilities

• Execute and maintain strategic account plans and QBRs based on data to drive ROI.
• Forecast risks and sustain renewal and growth with Account Executive team.
• Coordinate with customers and internal teams to monitor product performance and feedback.
• Communicate risks and resolve issues promptly while minimizing churn.
• Collaborate with global enterprise customers to align goals and ensure ROI.
• Become expert on 6Sense predictive engine and its use cases.
• Partner with CSM and Program Managers on onboarding and rollout.
• Advocate for customers' feature priorities with product teams.
• Travel up to 30% domestically for customer meetings/events.

Skills

Strategic account management

Customer success

Enterprise customers

Churn prevention

Upsell opportunities

Cross-functional collaboration

Negotiation

Education

Bachelor's degree

Tools

CRM software

Job description

Our Mission:

6sense's mission is to multiply what matters: growth, retention, and efficiency. We envision a future where companies, teams and people reach their full potential.

Our People:

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Win as One Team, Stay Curious, Do The Right Thing, Own the Outcome, and Create Belonging. Every 6sensor plays a part in defining the future of our industry‑leading technology. 6sense is a place where difference‑makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers. We want 6sense to be the best chapter of your career.

As a Principal Customer Success Manager - Strategic, you will:

• Execute, and maintain strategic account plans and Quarterly Business Review (QBR) based on market data and research to drive business value and return on investment (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.
• Communicate and manage risk, and proactively help resolve issues promptly while minimizing customer churn.
• Work closely with global enterprise customers to understand their business goals and objectives and ensure 6Sense is being adopted into their teams' daily workflow, generating positive ROI, and growing lifetime customer value for 6Sense.
• 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.
• Advocate for customers' product feature priorities internally within 6Sense and align with the product team around driving product roadmaps.
• 30% domestic travel to customer sites is required on an as needed basis for customer meetings or events. Telecommuting permitted from within the U.S.

Minimum requirements

Bachelor's degree or foreign equivalent in Global Marketing, Marketing, or related field, plus five (5) years of experience as a Customer Success Manager, Account Manager, Consultant, or related occupation.

Must have experience with the following:

• Developing strategies on assigned accounts to fully leverage technology solutions
• High‑touch Strategic or Enterprise Customer Success
• Working with global enterprise and customers with multiple stakeholders
• Managing success programs as the key advisor to global as well as regional customer organizations
• Advising customers including CxOs on how to best use and adopt SaaS platform for faster Return on Investment (ROI)
• Working closely with B2B demand gen, marketing operations, sales operations, and analytics teams
• Negotiating renewals and identifying and driving upsell opportunities
• Leading projects from conception to closure, and leveraging and influencing internal resources to get things done
• Marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media

Base Salary Range

$126,393.75 - $185,377.50. 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, 401K employer matching program, paid holidays, self‑care days, and paid time off (PTO).

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Our 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. 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.

Equal Opportunity Employer:

6sense is an Equal Employment Opportunity and Affymptive Action Employers. Qualified applicants will receive consideration f