Senior Manager, 6sense
Customer Success - Strategic
$119-174.6k
+ Equity
More information about location
Marketing engagement platform
Be an early applicant
Marketing engagement platform
1001+ employees
Be an early applicant
$119-174.6k
+ Equity
More information about location
1001+ employees
Company mission
To empower clients to gain predictable and consistent revenue growth, harnessing the power of artificial intelligence, machine learning, and big data.
Role
Who you are
- 10+ 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. 3+ years in management
- Experience managing at least 5 direct reports preferred
- Experience owning a book of business ($8M+) with responsibility for renewals and upsell/cross sell
- Experience interfacing with and 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
- Ability to analyze data, identify trends, and make data-driven decisions
- Strong communications skills
- Strong renewal negotiation skills and track record of achieving your targets
- BA/BS degree is required. Master degree is preferred
- Ability to travel to customers on site (~30%)
- 3+ years of BI (Tableau, Domo, MicroStrategy), Marketing Automation (Marketo, Eloqua or Pardot) or CRM (Salesforce and Dynamics) platforms
- 1+ years of experience with a Customer Success Platform (Gainsight, Totango, Strikedeck)
What the job involves
- 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
- 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 internal relationships, demonstrate operational excellence
- Lead confidently through change, juggle multiple projects, prioritize, and scale
- Cultivate a connected, curious, fun, love-to-win and love-to-delight-customers environment on your team
Our take
While sales and marketing teams need access to customer data to stay competitive, this information is often scattered around multiple difficult-to-access systems both inside and outside the company. 6sense exists to solve this problem, using AI to bring together disparate data sources such as internal CRMs and social media signals to give sales teams all the information they need in one place.
While other companies have attempted to tackle this problem, 6sense stands out with its ability to provide a complete picture of a company and the leads to pursue within it. This allows teams to accurately prioritise accounts that are most likely to buy, greatly increasing conversion rates and sales figures. This has led to it being taken up by major enterprises including Dell Technologies, Shell and Cisco, to name a few.
6sense has raised a large amount of capital over multiple funding rounds and now has a $5.2 billion valuation. The company remains focused on research and development to maintain its market lead and is working to improve its AI's predictive, insight, and orchestration capabilities. At the end of 2023, it launched a LinkedIn integration that allowed 6Sense customers to launch targeted LinkedIn marketing campaigns through its AI platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2022
$200m
SERIES E
Mar 2021
$125m
SERIES D
Total funding: $428.2m
Company benefits
- Parental Leave, Wellness Days Off, Quarterly Wellness Speakers, Wellness Challenges
- Udemy Online Learning Courses, WFH Stipend, Revenue Certifications
- Giving Fridays Rotating Charity Support, GoodSense Social Impact Programs
- Flexible Time Off, WeWork Access
Company HQ
The East Cut, San Francisco, CA
Leadership
Viral Bajaria
(CTO)They started their career as a Software Engineer at Hexaware Technologies, before spending 2 years as a University of Southern Carolina Graduate Research Assistant. They then worked in Software Development for Hulu for 5 years, before leaving in 2013 to co-found 6sense.
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