Sr. Customer Success Operations Manager

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. 

The Senior Customer Success Operations Manager is responsible for driving the operational efficiency and effectiveness of our Customer Success organization.  This role will be responsible for developing, implementing, and optimising processes, tools, and metrics to enhance customer satisfaction, retention, and growth. 

The role will act as a strategic partner to Customer Success leadership, ensuring that the team has the necessary resources and partner with the organization to deliver against key initiatives and programs using project management methodologies.

Responsibilities & Accountabilities 

Operational Excellence 

• Develop and standardise CS processes to ensure consistency and scalability 

• Help develop and refine the CS operating cadence and own the CS forecasting motion 

• Identify and implement process improvements to enhance team efficiency and customer satisfaction, retention, and growth 

• Create and maintain documentation across CSOps and contribute to broader initiatives 

Strategic Initiatives 

• Lead strategic initiatives and programs using project management methodologies to improve customer retention, satisfaction, and overall success 

• Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts 

• Report on performance metrics to leadership and provide recommendations for improvement 

Data Management and Analysis 

• Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making 

• Develop and maintain dashboards and reports to monitor key performance metrics 

Cross-Functional Collaboration 

• Partner with Sales, Product, Marketing, and RevOps to ensure alignment on CS initiatives 

• Facilitate communication and coordination between teams to address business needs and challenges 

Training and Support 

• Partner with Enablement on training and support to the CS team on tools, processes, and best practices 

• Support execution of the Enablement calendar.

Educational & Experience Requirements 

• Bachelor's degree in Business, Operations Management, or a related field 

• 3+ years experience in CS Operations or a similar role in a B2B SaaS company 

• Proven track record of managing sales or CS operating cadence  

• Strong profiency in managing customer forecasts, ideally within a forecasting solution (Clari, Gong, Salesforce) 

• Demonstrated ability to drive strategic initiatives and programs 

• Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau) 

Competencies & Behaviors