Sr. Customer Success Manager

The Role

Imagine a solution that predicts—with 85% accuracy—who your customers are going to buy from, what they’ll buy, and when. As a Sr. Customer Success Manager, you’ll play a pivotal role in driving adoption, aligning platform usage with strategic business outcomes, and ensuring long-term customer value. You’ll own high-impact customer relationships, lead renewal and growth strategies, and help operationalize Customer Success for scale across our enterprise segment.

Responsibilities

We’re scaling our Customer Success team and looking for strategic, process-driven professionals who thrive in dynamic environments. You’ll be responsible for:

• Driving adoption and strategic alignment: Partner with global enterprise customers to deeply understand their business goals and ensure 6sense is embedded in their workflows to deliver measurable ROI and business impact.
• Owning renewals and GRR metrics: Lead renewal strategy and execution, proactively identifying expansion opportunities and mitigating churn risk in collaboration with Account Executives.
• Operationalizing for scale: Apply scalable methodologies and tools to manage customer engagement efficiently across a growing portfolio.
• Building executive relationships: Establish trusted advisor status with senior stakeholders and decision-makers, aligning 6sense capabilities to their strategic priorities.
• Developing success plans and EBRs: Create and maintain mutual success plans and executive business reviews that clearly demonstrate value and progress toward customer goals.
• Driving product feedback and roadmap alignment: Act as the voice of the customer internally, influencing product development based on real-world use cases and feedback.
• Onboarding and enablement: Partner with Services to ensure smooth onboarding, training, and rollout of new features.
• Creating customer advocates: Cultivate champions who will share their success stories and serve as references for 6sense.
• Managing multiple priorities: Balance strategic initiatives and day-to-day execution while contributing to a fun, collaborative team culture.

Experience & Skills Required

• 5+ years in Customer Success, Account Management, or Consulting in SaaS or high-tech environments, with a focus on driving technical adoption and measuring strategic value.
• 3+ years managing enterprise accounts with a proven track record of exceeding renewal and growth targets.
• Experience aligning platform usage with business outcomes and advising senior stakeholders (including CxOs) on maximizing ROI.
• Strong understanding of B2B demand generation, marketing operations, and sales analytics.
• Proven success in negotiating renewals and identifying upsell opportunities.
• Experience operationalizing CS processes and leveraging internal resources to scale.
• Familiarity with marketing tech stack (e.g., Marketing Automation, CRM, BI tools).
• Strong analytical, communication, and project management skills.
• BA/BS degree required.
• Willingness to travel (~25%).

Additional Skills Desired

• Experience using Gainsight or other Customer Success Platforms to monitor customer health and track customer goals.
• Experience selling into or partnering with GTM teams and a knowledge of their KPIs and success metrics.