Sr. Manager, CSM Strategic

6sense

6sense

United States · Remote
Posted on Tuesday, March 14, 2023

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 strong, customer success driven leader who has a track record of building executive relationships, protecting and growing their book of business, and managing and inspiring a team of CSMs to be change agents for their customers. We’re looking for a process-oriented person who has an intrinsic drive to be successful; a track record of building customer advocates in technical product environments; a passion for B2B buyers, their businesses and what 6sense means to their success and who can think critically about driving customer growth and building our organization. This is a unique opportunity to help shape and accelerate our success.

As a Sr. Manager of Customer Success, you will be responsible for actively managing the happiness and renewal of a portfolio of assigned 6sense customers. Responsibilities include

  • Managing a book of business (~$10M+)
  • Leading a team of 3-5 CSMs to start and contributing to their growth and success at 6sense.
  • Becoming a product expert and trusted advisor to your customers
  • Building and creating customer relationships throughout the org (multi-threading)
  • Working closely with global strategic customers to ensure 6sense is being adopted into their teams’ daily workflow, generating positive ROI and growing lifetime value for 6sense
  • Maintaining visibility into product performance and customer feedback to communicate with CS and other teams. Work closely with customer and internal teams to resolve issues promptly and minimize customer churn
  • Assisting customers to promote 6sense service adoption and measure value and ROI.
  • Identifying areas for customer growth: additional use cases for 6sense data and new business units with revenue potential for 6sense
  • Building customer advocates who will speak on behalf of 6sense as a reference and share success stories in 6sense events and content
  • Becoming an expert on the 6sense predictive engine, including implementation and how use cases of 6sense connect to top business goals and requirements
  • Be an advocate for customers’ product feature priorities internally within 6sense and align with product team around driving product roadmap
  • Partner with sales for pre-sales questions and demos; share customer stories and help develop marketing collateral
  • Identify opportunities for continuous improvement - within accounts, across CS team and across 6sense
  • Ability to juggle multiple projects, prioritize, and scale
  • Build internal relationships, operational excellence
  • The Manager of Customer Success will represent the voice of the customer at 6sense and work closely with internal teams to create a company-wide culture of Customer Success. We are creating a different kind of company. If this sounds like a breath of fresh air and a place where you’ll thrive as you take your success to the next level, we should talk!

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

  • Experience managing at least 5 direct reports
  • Experience for a book of business $10M + - responsible for renewals and upsell/cross sell
  • Experience advising customers at the C-level 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.
  • Strong familiarity with Account-based Marketing and the customer tech stack: Marketing Automation, CRM, WEB, digital marketing technologies, data providers, B2B digital media.
  • Strong analytical and communications skills
  • BA/BS degree is required. Master degree is preferred.
  • Ability to travel to customer site (~%).
  • Not required, but a plus having experience in
  • 3+ years of BI (Tableau, Domo, MicroStrategy), Marketing Automation (Marketo, Eloqua or Pardot) or CRM (Salesforce and Dynamics) platforms.
  • 2+ years of domain expertise in a Brand Agency, SaaS Sales, Digital Media

Base Salary Range: $131,250 to $201,250. 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

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 for us. We host quarterly wellness education sessions, and everyone has access to meQuilibrium – a platform 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: