We are looking for customer success driven individuals who have a track record building relationships with customers, protecting and growing their book of business, and managing and inspiring 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 have a passion for B2B buyers, their businesses and what 6sense means to their success and who can think critically about driving customer growth and building our organization. This is a unique opportunity to help shape and accelerate our success.
As a Manager of Customer Success you will be responsible for actively managing the happiness and renewal of a portfolio of assigned 6sense customers.
Responsibilities include:
Managing a book of business (~$10M+)
Leading a large team of CSMs and contributing to their growth and success at 6sense.
Becoming a product expert and trusted advisor to your customers
Building and creating customer relationships throughout the org (multi threading)
Working closely with global enterprise customers to ensure 6sense is being adopted into their teams' daily workflow, generating positive ROI and growing lifetime value for 6sense
Maintaining visibility into product performance and customer feedback to communicate with CS and other teams. Work closely with customer and internal teams to resolve issues promptly and minimize customer churn
Assisting customers to promote 6sense service adoption and measure value and ROI.
Identifying areas for customer growth: additional use cases for 6sense data and new business units with revenue potential for 6sense
Building customer advocates who will speak on behalf of 6sense as a reference and share success stories in 6sense events and content
Becoming an expert on the 6sense predictive engine, including implementation and how use cases of 6sense connect to top business goals and requirements
Be an advocate for customers' product feature priorities internally within 6sense and align with product team around driving product roadmap
Partner with sales for pre-sales questions and demos; share customer stories and help develop marketing collateral
Identify opportunities for continuous improvement - within accounts, across CS team and across 6sense
Ability to juggle multiple projects, prioritize, and scale
Build internal relationships, operational excellence
Your Experience and Skills Required:
5+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company, where you developed strategies on assigned accounts to fully leverage technology solutions
Experience managing at least 3 direct reports
Experience for a book of business $5M + - responsible for renewals and upsell/cross sell
Experience advising customers including CxOs on how to best use and adopt SaaS platform for faster Return on Investment (ROI)
Experience working closely with B2B demand gen, marketing operations, sales operations and analytics teams
Have led projects from conception to closure, and have experience leveraging internal resources to get things done.
Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media. Experience using Marketing Automation, CRM or related applications is a plus
Strong analytical and communications skills
BA/BS degree is required. Master degree is preferred.
Ability to travel to customer site if needed.
3+ years of BI (Tableau, Domo, MicroStrategy), Marketing Automation (Marketo, Eloqua or Pardot) or CRM (Salesforce and Dynamics) platforms.
2+ years of domain expertise in one of the following industries: Communications, Media, High-Tech, Manufacturing, Healthcare, Life Sciences, Financial Services, Insurance or Retail is preferred.
remote
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