[Hiring] Manager, Customer Success @6sense

Role Description

As a Manager, Customer Success, you will lead a team of approximately 7-8 Customer Success Managers responsible for a combined portfolio of Upmarket customers with annual contract values ranging from $100K to $500K and representing approximately $15M-$20M in ARR.

• Drive customer retention, adoption, customer value realization, and operational excellence across your team's portfolio.
• Develop and coach a high-performing team of Customer Success Managers.
• Balance business performance, talent development, forecasting discipline, and customer outcomes.
• Partner cross-functionally to ensure customers realize measurable business value from their investment in 6sense.

What You'll Do

• Lead and Develop a High-Performing Team
  • Lead, coach, and develop a team of approximately 7-8 Customer Success Managers supporting Upmarket customers.
  • Create a culture of accountability, customer-centricity, collaboration, and continuous improvement.
  • Conduct regular coaching sessions, performance reviews, talent assessments, and career development conversations.
  • Establish clear expectations and operating rhythms that drive consistent execution and customer outcomes.
  • Recruit, onboard, and develop Customer Success talent while supporting succession planning across the organization.
  • Inspire and motivate a team that consistently delivers exceptional customer experiences and business results.
• Drive Customer Success Outcomes
  • Lead a team responsible for customers with annual contract values between $100K and $500K and a combined portfolio of approximately $15M-$20M in ARR.
  • Drive strong Gross Revenue Retention (GRR), customer adoption, customer satisfaction, and value realization across the portfolio.
  • Coach Customer Success Managers on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery.
  • Ensure Customer Success Managers proactively identify customer risks and execute strategies to improve retention outcomes.
  • Partner with Sales leadership to align on customer health, growth opportunities, and strategic account planning.
  • Drive a high level of customer engagement and executive alignment across key accounts.
• Drive Operational Excellence
  • Own portfolio forecasting processes, renewal inspections, customer health reviews, and risk management practices.
  • Ensure consistent execution of success plans, Executive Business Reviews (EBRs), account reviews, and customer engagement standards.
  • Use data and analytics to identify trends, improve performance, and drive informed decision-making.
  • Drive adoption of Customer Success processes, tools, and best practices across the team.
  • Champion initiatives that improve efficiency, scalability, forecast accuracy, and customer outcomes.
• Partner Across the Business
  • Collaborate closely with Sales, Product, Professional Services, Support, Marketing, and RevOps to deliver a world-class customer experience.
  • Act as a voice of the customer and advocate for customer needs across the organization.
  • Support strategic initiatives focused on customer retention, product adoption, operational scale, and customer value realization.
  • Help shape the future of Customer Success programs, processes, and operating models as the business continues to grow.

Qualifications

• 5+ years of people leadership experience leading customer-facing teams within a SaaS organization.
• 8+ years of experience in Customer Success, Account Management, Professional Services, Consulting, or other customer-facing roles.
• Proven track record of building, developing, and retaining high-performing teams.
• Experience leading teams responsible for customer retention, adoption, and customer outcomes.
• Strong understanding of SaaS business models and key metrics, including GRR, churn, forecasting, customer health, and product adoption.
• Experience coaching teams on executive engagement, account strategy, value realization, and risk management.
• Excellent communication, coaching, and leadership skills.
• Demonstrated ability to drive operational rigor and accountability through data-driven management practices.
• Strong analytical and problem-solving skills with the ability to translate data into action.
• Comfortable leveraging AI-powered tools and workflows to improve team productivity, customer insights, coaching effectiveness, and operational scale.
• Ability to thrive in a fast-paced, high-growth environment.
• Ability to travel up to 25% for customer meetings, team events, and company programs.

Preferred Qualifications

• Experience leading Customer Success teams supporting enterprise or upmarket SaaS customers.
• Experience managing teams responsible for portfolios between $15M and $20M in ARR.
• Experience within MarTech, AdTech, SalesTech, Revenue Technology, or related B2B SaaS industries.
• Familiarity with Salesforce, Gainsight, Clari, Gong, and other customer success technologies.
• Experience helping scale Customer Success organizations, teams, and operating models.

Benefits

• Health coverage.
• Paid parental leave.
• Generous paid time-off and holidays.
• Quarterly self-care days off.
• Stock options.
• Access to LinkedIn Learning platform for learning and development initiatives.
• Quarterly wellness education sessions to encourage self-care and personal growth.