Head of Digital Customer Success

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. 

Job Title: Head of Digital Customer Success 

Location: Hybrid 

About the Role 
We are seeking an experienced and innovative Head of Digital Customer Success to lead our customer success motion across digital, commercial, and velocity segments. This leader will design and scale digital-first strategies that drive adoption, retention, and expansion—while also managing the commercial and velocity CSM teams to deliver consistent, high-value customer experiences at scale. 

Key Responsibilities 

• Digital Strategy & Scale: 

• Build and execute the digital-first customer success strategy to drive adoption, health, and renewals across lower-touch segments. 

• Leverage automation, AI, customer journey orchestration, and digital programs to deliver personalized, scalable customer engagement. 

• Partner with Marketing, Product, and Operations to drive proactive engagement and value realization through content, playbooks, and digital channels. 

• Team Leadership: 

• Lead and develop the Commercial and Velocity Customer Success teams, ensuring they deliver value across hundreds of accounts with efficiency and impact. 

• Coach managers and individual contributors, fostering a culture of accountability, customer-centricity, and continuous improvement. 

• Build career paths and growth opportunities for talent across digital and commercial/velocity segments. 

• Customer Outcomes & Business Impact: 

• Own retention and growth metrics across digital, commercial, and velocity segments. 

• Ensure customers realize measurable value through our solutions, reducing churn and driving expansion opportunities. 

• Build automated playbooks to respond to customer analytics, such as product telemetry and usage changes. 

• Partner with Sales, Support, and Professional Services to deliver a seamless, integrated customer journey. 

• Operational Excellence: 

• Define KPIs, reporting, and success metrics for digital and commercial success motions. 

• Identify opportunities for process automation, tooling, and segmentation improvements to scale impact. 

• Partner with CS Operations to measure and optimize team performance and customer outcomes. 

Qualifications 

• 10+ years of experience in Customer Success, Digital CS, or related customer-facing leadership roles. 

• Proven experience leading and scaling digital-first success programs (automation, AI/ML, customer communities, in-app engagement, etc.). 

• Experience using Gainsight, Salesforce, Gong, or similar CRM and Customer Success tools 

• Strong track record of managing teams across commercial and velocity/mid-market segments. 

• Excellent l