Manager, Customer Success - UpMarket

6sense

5d•Remote

About The Position

The Manager, Customer Success leads a team of approximately 7–8 Customer Success Managers supporting Upmarket customers with annual contract values of $100,000–$500,000 and a combined portfolio of approximately $15 million–$20 million in ARR. The role is accountable for customer retention, adoption, value realization, and operational excellence across the portfolio, while developing and coaching a high-performing team. The manager establishes accountability, operating rhythms, forecasting discipline, and customer-focused practices. They coach team members on account strategy, executive engagement, success planning, renewals, risk mitigation, and value delivery; oversee portfolio forecasting, customer health reviews, and renewal inspections; and use data to improve decisions and outcomes. The role also partners with Sales, Professional Services, Support, Product, Marketing, and Revenue Operations to help customers achieve their goals and to scale Customer Success programs and operations. The position is remote, as indicated by the job posting’s #Li-remote tag. Travel of up to 25% may be required for customer meetings, team events, and company programs.

Requirements

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 ability to build, develop, and retain high-performing teams.
Experience leading teams responsible for customer retention, adoption, and customer outcomes.
Strong understanding of SaaS business models and metrics, including gross revenue retention, 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.
Ability to drive operational rigor and accountability through data-driven management practices.
Strong analytical and problem-solving skills, including the ability to translate data into action.
Comfort using 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.

Nice To Haves

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

Responsibilities

Lead, coach, and develop a team of approximately 7–8 Customer Success Managers supporting Upmarket customers.
Build a culture of accountability, customer-centricity, collaboration, and continuous improvement.
Conduct coaching sessions, performance reviews, talent assessments, and career development conversations.
Establish clear expectations and operating rhythms that support consistent execution and customer outcomes.
Recruit, onboard, and develop Customer Success talent and support succession planning.
Drive gross revenue retention, 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 the team proactively identifies customer risks and executes strategies to improve retention outcomes.
Partner with Sales leadership on customer health, growth opportunities, and strategic account planning.
Promote customer engagement and executive alignment across key accounts.
Own portfolio forecasting, renewal inspections, customer health reviews, and risk management practices.
Ensure consistent execution of success plans, Executive Business Reviews, account reviews, and customer engagement standards.
Use data and analytics to identify trends, improve performance, and support informed decisions.
Drive adoption of Customer Success processes, tools, and best practices across the team.
Champion initiatives that improve efficiency, scalability, forecast accuracy, and customer outcomes.
Collaborate with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations to deliver a strong customer experience.
Represent customer needs across the organization and support initiatives focused on retention, adoption, operational scale, and value realization.
Help shape Customer Success programs, processes, and operating models as the business grows.

Benefits

Health coverage and generous health insurance coverage.
Paid parental leave.
Generous paid time off and paid holidays.
Quarterly self-care days off.
Life and disability insurance.
401(k) employer matching program.
Stock options, subject to approval by 6sense’s board.
Equipment and support for working and connecting with teams at home or in company offices.
Learning and development initiatives, including access to LinkedIn Learning.
Quarterly wellness education sessions and wellness days.