Senior Customer Success Manager, 6sense

• We’re in the early stages of building our customer success team. 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
• 1-3 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 working with global 1000 enterprise customers with multiple stakeholders, and managing success program as the key advisor to global as well as regional customer organizations
• 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 (~30%)

Desirable

• Imagine a solution that will predict for your customers (with an 85% accuracy) who is going to buy, what they’ll buy and when
• As a Customer Success Manager at 6sense, you’ll be an instrumental player to our growth as we build upon the success we’ve had delivering predictions for Fortune 500 customers
• We will trust you to own high profile customer advisory relationships, drive technical competency, ensure rapid deployment to demonstrate measurable results and create a culture of customer success at 6sense
• This is a unique opportunity to help shape and accelerate our success
• As Customer Success Manager (CSM) you will be responsible for actively managing the happiness and renewal of a portfolio of assigned 6sense customers
• Partnering with a 6sense technical CSM to manage customer onboarding, product rollout and training
• 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
• Managing implementation projects followed by global adoption of 6sense products
• 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
• CSM will represent the voice of the customer at 6sense and work closely with internal teams to create a company-wide culture of Customer Success. We are creating a different kind of company