Sr. Manager, Customer Success - Strategic

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. 

We are looking for a customer success driven leader who has a track record of building high performing teams, building strong relationships across their teams, x-functionally, and with their customers, protects and grows their book of business, and will inspire a team of CSMs to be change agents for their customers. We’re looking for process-oriented people who have an intrinsic drive to be successful; who have a track record of building customer advocates in technical product environments; who are driven by growing and mentoring their team to maximize each of their unique potential. The leader we are looking for has a passion for B2B buyers, their businesses, and what 6sense means to their success. This leader should think critically about driving customer growth and building our organization at scale. This is a unique opportunity to help shape and accelerate our success.

As a Sr. Manager of Customer Success, Strategic, you will be responsible for leading a team of our most senior Customer Success Managers at 6sense. 

Responsibilities include:

• Manage a book of business made up customers in our Strategic segment (~$15M+) 
• Lead, mentor, and coach a team of 5-8 Customer Success Managers, fostering a high-performance, customer-centric culture.
• Conduct regular one-on-ones, performance reviews, and provide constructive feedback to help them achieve their annual goals and support the professional growth of the Customer Success Managers.
• Onboard new CSMs and ensure they are equipped with the necessary knowledge and tools to succeed - includes product, x-functional workings, and internal process knowledge
• Participate in developing and implementing training programs to enhance CSM skills in areas such as product knowledge, customer engagement, adoption tracking, renewal management, and conflict resolution.
• Own staying up to speed on product knowledge so you may can support your team and actively participate in customer conversations, including escalations
• Build and create relationships across the Customer Success team and cross-functionally at 6sense.
• Have oversight over the global Strategic customers in your book of business to ensure 6sense is being adopted into our customer teams’ daily workflow, generating positive ROI, and growing lifetime value for 6sense
• Ensure your CSMs are consistently tracking key customer success metrics (e.g., win rate, renewal forecasting, customer health, Mutual Success Plan progress, Business Reviews conducted, adoption rates) and report on performance.
• Coach your CSMs on renewal strategies, including forecasting, negotiation, and contract management to help them achieve their annual renewal goals.
• Deliver on forecasting and health update requirements on time to senior leadership
• Analyze customer data and usage patterns to help your CSMs proactively identify at-risk accounts and develop mitigation plans.
• Maintain visibility into product performance and customer feedback to communicate with CS and other teams. Work closely with CSMs, customers and internal teams to resolve issues promptly and minimize customer churn
• Work with your CSMs to ensure they are building customer advocates who will speak on behalf of 6sense as a reference and share success stories in 6sense events and content
• Be an advocate for customers’ product feature priorities internally within 6sense and align with product team around driving product roadmap
• Partner with your sales and SC counterparts on account renewal and growth planning
• Manage team workload, resource allocation, and assist in prioritization exercises
• Identify opportunities for continuous improvement - within accounts, across the CS team, and across 6sense
• Build multi-level in