Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of Demandbase's most significant and strategic customer relationships.

• Build trusted advisor relationships with executive stakeholders, including VP, SVP, and C-level leaders in Marketing, Sales, Revenue Operations, and Customer Success.

• Promote customer adoption, realization of business value, retention, and growth within assigned accounts.

• Develop and implement strategic success plans that align with customer business objectives and measurable results.

• Facilitate executive business reviews and strategic planning sessions that showcase value and align Demandbase solutions with customer priorities.

• Provide expert guidance on account-based go-to-market strategies, revenue generation, organizational alignment, and operational excellence.

• Achieve measurable customer outcomes through effective platform adoption and utilization.

• Proactively identify risks and create mitigation plans to enhance customer health and retention.

• Collaborate with Account Executives to identify, develop, and implement expansion opportunities through upselling and cross-selling initiatives.

• Influence customer roadmaps by pinpointing opportunities to broaden use cases and enhance platform value.

• Act as the voice of the customer and advocate for their needs within Demandbase.

• Lead intricate customer initiatives involving multiple stakeholders, business units, and internal teams.

• Coordinate resources across Customer Success, Product, Support, Professional Services, Sales, and Marketing to ensure favorable customer outcomes.

• Navigate challenges and competing priorities while remaining accountable for results.

• Impact internal processes and programs to enhance customer experience, scalability, and operational efficiency.

• Drive continuous improvement initiatives that strengthen teams, processes, and customer programs.

• Maintain expertise in industry trends, account-based go-to-market strategies, revenue technologies, and competitive offerings.

• Contribute to best practices, playbooks, and operational enhancements within Customer Success.

• Mentor and support Customer Success team members through coaching, knowledge sharing, and constructive feedback.

• Develop customer success stories, references, and advocacy programs that highlight business outcomes.

• Represent Demandbase as a strategic partner and thought leader in customer-facing interactions.

⛳️ Requirements

• 8+ years of experience in Customer Success, Strategic Account Management, Consulting, Revenue Operations, or related customer-facing SaaS roles.

• Proven track record of managing enterprise and strategic customer relationships with executive stakeholders.

• Demonstrated ability to drive retention, expansion, and measurable customer outcomes within a SaaS context.

• Strong consultative and executive communication skills, with experience influencing VP and C-level decision-makers.

• In-depth understanding of B2B go-to-market strategies, account-based marketing, demand generation, sales processes, and revenue operations.

• Experience utilizing CRM, marketing automation, sales engagement, intent, analytics, and revenue technology platforms.

• Proven capability to lead complex, cross-functional initiatives and navigate ambiguity in fast-paced environments.

• Strong analytical skills, with the ability to use data to drive decisions, recommendations, and customer outcomes.

• Demonstrated ability to independently manage multiple priorities while upholding a high standard of execution.

• Experience in identifying process improvements and implementing scalable solutions that enhance team effectiveness and customer outcomes.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development