Tech Stack

Description

As a Principal Customer Success Manager at 6sense, you will manage a book of our largest global strategic customers, driving adoption, ROI, and long-term value. You'll develop strong relationships with decision-makers, execute strategic account plans, and partner with internal teams to ensure customer success.

Requirements

• 10+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company
• 3+ years experience in high-touch Strategic or Enterprise Customer Success with a proven track record of meeting and exceeding targets
• Experience working with global 1000 Enterprise customers with multiple stakeholders
• Experience advising customers including CxOs on SaaS platform adoption for faster ROI
• Experience working closely with B2B demand gen, marketing operations, sales operations and analytics teams
• Experience negotiating renewals and identifying and driving upsell opportunities
• Led projects from conception to closure and experience leveraging internal resources
• Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media
• Strong analytical and communications skills
• BA/BS degree required; Master's degree preferred
• Ability to travel to customer site (~30%)
• 5+ years of experience using BI (Tableau, Domo, MicroStrategy), Marketing Automation (Marketo, Eloqua or Pardot) or CRM (Salesforce and Dynamics) platforms preferred
• 2+ years of domain expertise in one of the following industries: Communications, Media, High-Tech, Manufacturing, Healthcare, Life Sciences, Financial Services, Insurance or Retail preferred

Responsibilities

• Managing a book of our largest, global strategic customers
• Working closely with global Enterprise customers to understand their business goals, ensuring 6sense adoption, positive ROI, and growing lifetime customer value
• Establishing strong relationships with decision-makers and key influencers within each account
• Developing, executing, and maintaining strategic account plans and QBRs to drive business value and ROI
• Forecasting, identifying risk, and maintaining strong renewal and growth rates in partnership with the Account Executive team
• Working closely with customer and internal teams to maintain visibility into product performance and feedback
• Clearly communicating and managing risk, proactively resolving issues while minimizing churn
• Becoming an expert on the 6sense predictive engine, including implementation, use cases, and expansion areas
• Partnering with technical CSM and Program Managers to manage customer onboarding, product rollout, and training
• Being an advocate for customers' product feature priorities internally and aligning with product team on roadmap
• Building customer advocates who will speak on behalf of 6sense as references and share success stories