Sr. Manager, Customer Success - Strategic

6Sense; United States; Remote; USD 119,000 - 175,000; Full time

Job summary

A technology company is seeking a Sr. Manager of Customer Success to lead a team of customer success managers, drive process improvement, and enhance customer engagement. This senior role is integral to maintaining high customer satisfaction and retention rates while managing a significant book of business. The ideal candidate will have extensive experience in customer success, a passion for B2B solutions, and strong leadership skills to cultivate a customer-first approach in a fast-paced environment.

Benefits

Health Insurance Coverage

401K Employer Matching

Paid Time Off (PTO)

Quarterly Wellness Days

Growth Mindset Culture

Qualifications

• 10+ years of experience in Customer Success, Account Management, or Consulting.
• Experience managing a team of 5+ direct reports.
• Experience owning a book of business with responsibility for renewals.

Responsibilities

• Manage a book of business made up of customers in the Strategic segment (~$15M+).
• Lead, mentor, and coach a team of 5-8 Customer Success Managers.
• Analyze customer data to identify at-risk accounts and develop mitigation plans.

Skills

Customer Success

Account Management

Renewal Negotiation

Data Analysis

Strong Communication

Education

BA/BS degree

Master's degree (preferred)

Tools

BI Tools (Tableau, Domo, etc.)

Marketing Automation (Marketo, Eloqua)

CRM (Salesforce, Dynamics)

Customer Success Platforms (Gainsight, Totango)

Job description

Sr. Manager, Customer Success - Strategic

United States, Remote

Our Mission:

6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue.

Our People:

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. 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.

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

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 for us. 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 Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [e-mail] .

We are aware of recruiting impersonation attempts that are not affiliated with 6sense in any way. A ll email communications from 6sense will originate from the @6sense.com domain . We will not initially contact you via text message and will never request payments . If you are uncertain whether you have been contacted by an official 6sense employee, reach out to jobs@ 6sense.com

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone

Resume/CV

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in 6sense’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Voluntary Self-Identification of Disability

Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

Disability Status Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.