Principal Customer Success Manager, Strategic

6sense•San Francisco, CA

1d•Hybrid

About The Position

6sense is seeking a Principal Customer Success Manager, Strategic to join their team. This role involves developing and executing strategic account plans and Quarterly Business Reviews (QBRs) based on market data and research to drive business value and ROI. The position requires forecasting, identifying risks, and maintaining strong customer renewal and growth rates in partnership with the Account Executive team. The CSM will work closely with customers and internal teams to monitor product performance and gather feedback, proactively resolving issues to minimize churn. A key aspect of the role is understanding global enterprise customers' business goals and objectives to ensure 6Sense adoption, positive ROI, and increased lifetime customer value. The CSM will become an expert on the 6Sense predictive engine, its implementation, and its connection to business goals. They will partner with a technical CSM and Program Managers for customer onboarding, product rollout, and training. Additionally, the CSM will advocate for customer product feature priorities internally and align with the product team on roadmap development. This role requires 30% domestic travel to customer sites as needed and permits telecommuting from within the U.S.

Requirements

Bachelor’s degree or foreign equivalent in Global Marketing, Marketing, or related field.
Five (5) years of experience as a Customer Success Manager, Account Manager, Consultant, or related occupation.
Developing strategies on assigned accounts to fully leverage technology solutions.
High-touch Strategic or Enterprise Customer Success.
Working with global enterprise and customers with multiple stakeholders.
Managing success programs as the key advisor to global as well as regional customer organizations.
Advising customers including CxOs on how to best use and adopt SaaS platform for faster Return on Investment (ROI).
Working closely with B2B demand gen, marketing operations, sales operations, and analytics teams.
Negotiating renewals and identifying and driving upsell opportunities.
Leading projects from conception to closure, and leveraging and influencing internal resources to get things done.
Marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media.

Responsibilities

Develop, execute, and maintain strategic account plans and Quarterly Business Review (QBR) based on market data and research to drive business value and return on investment (ROI).
Forecast, identify risk, and maintain a strong customer renewal rate and growth rate in partnership with the Account Executive team.
Work closely with customer and internal teams to maintain visibility into product performance and customer feedback.
Communicate and manage risk, and proactively help resolve issues promptly while minimizing customer churn.
Work closely with global enterprise customers to understand their business goals and objectives and ensure 6Sense is being adopted into their teams’ daily workflow, generating positive ROI, and growing lifetime customer value for 6Sense.
Become an expert on the 6Sense predictive engine, including implementation, how use cases of 6Sense connect to top business goals and requirements, and areas to expand use cases.
Partner with a 6Sense technical CSM and Program Managers to manage customer onboarding, product rollout and training.
Advocate for customers’ product feature priorities internally within 6Sense and align with the product team around driving product roadmaps.