Senior Customer Success Manager II

Demandbase

About The Position

Demandbase is the only pipeline AI platform that empowers GTM teams to automate growth at scale. With a unified view of data, insights, actions, and outcomes, B2B enterprises can seamlessly align and execute their account-based GTM strategies with confidence. Thousands of businesses trust Demandbase to maximize revenue, minimize waste, and consolidate their data and tech stacks – all in one platform. As a company, we’re as committed to growing careers as we are to building world-class technology. We invest heavily in people, our culture, and the community around us. We have also continuously been recognized as One of The Best Places To Work in the San Francisco Bay Area by Fortune, and One of The 60 Best Companies To Sell For by Selling Power. Our offices are located in San Francisco, New York, Austin, Seattle, India, and the United Kingdom. About the role: The Senior Customer Success Manager is responsible for driving strategic customer outcomes, retention, expansion, and executive engagement across Demandbase's most complex and high-value customer relationships. As a senior individual contributor, you will serve as a trusted advisor to executive stakeholders, helping customers transform their go-to-market strategies and realize measurable business value through the Demandbase platform. This role requires a highly consultative leader who can influence at all levels of an organization, from practitioners to C-suite executives. You will partner closely with Sales, Professional Services, Product, Support, and Marketing teams to accelerate customer adoption, drive expansion opportunities, mitigate risk, and ensure long-term customer success. The ideal candidate combines deep expertise in B2B marketing, sales, and revenue technologies with strong business acumen, executive presence, and a proven track record of leading complex customer engagements. You are comfortable navigating ambiguity, influencing cross-functional teams, and solving difficult business challenges through data-driven decision making. As a Senior Customer Success Manager, you will play a critical role in shaping customer strategy, mentoring peers, advocating for customers internally, and elevating the overall Customer Success organization through best practices and thought leadership.

Requirements

8+ years of experience in Customer Success, Strategic Account Management, Consulting, Revenue Operations, or related customer-facing SaaS roles.
Proven success managing enterprise and strategic customer relationships with executive stakeholders.
Demonstrated ability to drive retention, expansion, and measurable customer outcomes within a SaaS environment.
Strong consultative and executive communication skills, with experience influencing VP and C-level decision makers.
Deep understanding of B2B go-to-market strategies, account-based marketing, demand generation, sales processes, and revenue operations.
Experience working with CRM, marketing automation, sales engagement, intent, analytics, and revenue technology platforms.
Proven ability to lead complex, cross-functional initiatives and navigate ambiguity in fast-paced environments.
Strong analytical skills with the ability to leverage data to drive decisions, recommendations, and customer outcomes.
Demonstrated ability to independently manage multiple priorities while maintaining a high standard of execution.
Experience identifying process improvements and implementing scalable solutions that improve team effectiveness and customer outcomes.

Nice To Haves

Experience working with enterprise marketing, sales, or revenue technology platforms.
Background in ABM, Revenue Operations, Digital Marketing, Sales Operations, or GTM Strategy.
Experience managing global or Fortune 1000 customer relationships.
Demonstrated success serving as a trusted advisor to executive leadership teams.

Responsibilities

Own a portfolio of Demandbase's largest and most strategic customer relationships.
Develop trusted advisor relationships with executive stakeholders, including VP, SVP, and C-level leaders across Marketing, Sales, Revenue Operations, and Customer Success organizations.
Drive customer adoption, business value realization, retention, and growth across assigned accounts.
Create and execute strategic success plans aligned to customer business objectives and measurable outcomes.
Lead executive business reviews and strategic planning sessions that demonstrate value and align Demandbase solutions to customer priorities.
Provide consultative guidance on account-based go-to-market strategies, revenue generation, organizational alignment, and operational excellence.
Drive measurable customer outcomes through successful platform adoption and utilization.
Identify risks proactively and develop mitigation plans to improve customer health and retention.
Partner with Account Executives to identify, develop, and execute expansion opportunities through upsell and cross-sell motions.
Influence customer roadmaps by identifying opportunities to expand use cases and increase platform value.
Serve as the voice of the customer and advocate for customer needs across Demandbase.
Lead complex customer initiatives involving multiple stakeholders, business units, and internal teams.
Coordinate resources across Customer Success, Product, Support, Professional Services, Sales, and Marketing to ensure successful customer outcomes.
Navigate obstacles and competing priorities while maintaining accountability for results.
Influence internal processes and programs that improve customer experience, scalability, and operational effectiveness.
Drive continuous improvement initiatives that leave teams, processes, and customer programs stronger than before.
Maintain expertise in industry trends, account-based go-to-market strategies, revenue technologies, and competitive solutions.
Contribute to Customer Success best practices, playbooks, and operational improvements.
Mentor and support Customer Success team members through coaching, knowledge sharing, and feedback.
Develop customer success stories, references, and advocacy programs that showcase business outcomes.
Represent Demandbase as a strategic partner and thought leader in customer-facing engagements.