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6sense is seeking a Manager of Customer Success to lead a team of 7-8 Customer Success Managers focused on upmarket accounts. You will oversee a portfolio of customers with annual contract values between $100K-$500K, representing approximately $15M-$20M in combined ARR.
In this role, you will drive customer retention, adoption, and value realization while building and coaching a high-performing team. Key responsibilities include:
Leadership & Team Development: Lead, coach, and develop a team of Customer Success Managers. Create a culture of accountability and customer-centricity. Conduct regular coaching sessions, performance reviews, and career development conversations. Recruit and onboard talent while supporting succession planning. Establish clear expectations and operating rhythms that drive consistent execution.
Customer Success Outcomes: Drive strong Gross Revenue Retention (GRR), customer adoption, and satisfaction across the portfolio. Coach your team on account strategy, executive stakeholder engagement, success planning, and renewal strategy. Proactively identify and mitigate customer risks. Partner with Sales leadership on customer health and growth opportunities. Drive high-level customer engagement and executive alignment across key accounts.
Operational Excellence: Own portfolio forecasting, renewal inspections, customer health reviews, and risk management. Ensure consistent execution of success plans, Executive Business Reviews (EBRs), and account reviews. Use data and analytics to identify trends and drive informed decision-making. Champion initiatives that improve efficiency, scalability, and forecast accuracy.
Cross-functional Collaboration: Work closely with Sales, Professional Services, Support, Product, Marketing, and Revenue Operations to ensure customers achieve their goals and realize measurable business value from their 6sense investment.
6sense's mission is to multiply what matters: growth, retention, and efficiency. The company values teamwork, curiosity, integrity, ownership, and belonging.
