Manager, Customer Success – UpMarket

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and nurture a team of about 7-8 Customer Success Managers who support our Upmarket clientele.

• Foster customer retention, enhance adoption, ensure value realization, and drive operational excellence across the team's portfolio.

• Organize coaching sessions, performance evaluations, talent assessments, and discussions on career development.

• Set clear expectations and operational rhythms that promote consistent performance and positive customer outcomes.

• Recruit, onboard, and cultivate Customer Success talent while facilitating succession planning.

• Drive Gross Revenue Retention, customer adoption rates, satisfaction levels, and value realization.

• Guide Customer Success Managers in account strategy, engaging executive stakeholders, success planning, renewal strategies, risk mitigation, and value delivery.

• Collaborate with Sales leadership on customer health assessments, growth opportunities, and strategic account planning.

• Manage portfolio forecasting, renewal inspections, customer health evaluations, and risk management practices.

• Ensure successful execution of success plans, Executive Business Reviews, account reviews, and adherence to customer engagement standards.

• Utilize data and analytics to identify trends, enhance performance, and inform decision-making.

• Promote the adoption of Customer Success processes, tools, and best practices.

• Work in partnership with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations.

• Serve as the voice of the customer and advocate for their needs.

• Support initiatives aimed at retention, product adoption, operational scaling, and customer value realization.

• Contribute to the development of Customer Success programs, processes, and operational models.

⛳️ Requirements

• Over 5 years of leadership experience managing customer-facing teams within a SaaS environment.

• More than 8 years of experience in Customer Success, Account Management, Professional Services, Consulting, or similar customer-facing roles.

• A proven history of building, developing, and maintaining high-performing teams.

• Experience leading teams focused on customer retention, adoption, and achieving customer outcomes.

• In-depth understanding of SaaS business models and key performance metrics, including GRR, churn, forecasting, customer health, and product adoption.

• Experience in coaching teams on executive engagement, account strategy, value realization, and risk management.

• Exceptional communication, coaching, and leadership abilities.

• Demonstrated capability to enforce operational rigor and accountability through data-driven management practices.

• Strong analytical and problem-solving skills, with the ability to convert data into actionable insights.

• Comfortable using AI-powered tools and workflows to enhance team productivity, customer insights, coaching effectiveness, and operational scalability.

• Ability to excel in a fast-paced, high-growth environment.

• Willingness to travel up to 25% for customer meetings, team events, and company programs.

🏝️ Benefits

• Bonus program or commission plan.

• Stock options subject to approval by 6sense’s board.

• Comprehensive health insurance coverage.

• Life insurance.

• Disability insurance.

• 401K employer matching program.

• Paid holidays.

• Self-care days.

• Paid time off (PTO).

• Health coverage.

• Paid parental leave.

• Equipment and support for remote work and team connectivity, whether at home or in the office.

• Access to the LinkedIn Learning platform.

• Initiatives for learning and development.

• Quarterly wellness education sessions.

• Wellness days.

• Events hosted by Employee Resource Groups (ERGs).