Senior Customer Success Manager

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

📋 Description

• Facilitate the adoption and strategic alignment with global enterprise clients by comprehending their business objectives and integrating 6sense into their workflows to yield measurable ROI and business impact.

• Spearhead renewal strategies and their implementation, pinpoint expansion opportunities, and minimize churn risks in collaboration with Account Executives.

• Utilize scalable methodologies and tools to manage customer engagement across an expanding portfolio.

• Establish trusted-advisor relationships with senior stakeholders and decision-makers.

• Develop and sustain mutual success plans and executive business reviews that illustrate customer value and progress.

• Advocate for the customer internally and influence product development and roadmap alignment through customer insights.

• Collaborate with Services on onboarding, training, and the rollout of new features.

• Nurture customer champions and advocates who share success narratives and act as references.

• Balance strategic initiatives with daily execution while promoting a collaborative team culture.

• Lead the adoption process, align platform usage with strategic outcomes, manage customer relationships, drive renewal and growth strategies, and assist in operationalizing Customer Success across the enterprise segment.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or Consulting within SaaS or high-tech sectors, emphasizing technical adoption and strategic value.

• More than 3 years of experience managing enterprise accounts with a proven track record of surpassing renewal and growth targets.

• Proficiency in aligning platform usage with business outcomes and advising senior stakeholders, including CxOs, on maximizing ROI.

• Strong grasp of B2B demand generation, marketing operations, and sales analytics.

• Demonstrated success in negotiating renewals and identifying upsell opportunities.

• Experience in operationalizing Customer Success processes and utilizing internal resources to scale effectively.

• Familiarity with marketing technology stacks, including Marketing Automation, CRM, and BI tools.

• Excellent analytical, communication, and project management capabilities.

• A BA/BS degree is required.

• Willingness to travel approximately 25% of the time.

• Experience using Gainsight or other Customer Success Platforms to monitor customer health and track customer objectives.

• Background in selling to or partnering with GTM teams, along with knowledge of their KPIs and success metrics.

🏝️ Benefits

• Comprehensive health coverage.

• Paid parental leave.

• Generous paid time off and holidays.

• Quarterly self-care days off.

• Stock options.

• Equipment and support for working and connecting with teams from home or in offices.

• Opportunities for learning and development initiatives.

• Access to LinkedIn Learning.

• Quarterly wellness education sessions.

• Wellness days.

• Events hosted by ERGs.

• Potential inclusion of a bonus program or commission plan.

• 401K employer matching program.

• Life insurance.

• Disability insurance.