Sr. Manager, Customer Success, EMEA

We are looking for customer success driven individuals who have a track record building relationships with customers, protecting and growing their book of business, and managing and inspiring a team of CSMs to be change agents for their customers. 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. This is a unique opportunity to help shape and accelerate our success.

As a Manager of Customer Success you will be responsible for actively managing the happiness and renewal of a portfolio of assigned 6sense customers.

Responsibilities include:

• Managing a book of business (~$10M+)
• Leading a large team of CSMs and contributing to their growth and success at 6sense.
• Becoming a product expert and trusted advisor to your customers
• Building and creating customer relationships throughout the org (multi threading)
• 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
• 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
• Build internal relationships, operational excellence

Your Experience and Skills Required:

• 5+ 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 managing at least 3 direct reports
• Experience for a book of business $5M + - responsible for renewals and upsell/cross sell
• 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 if needed.
• 3+ years of BI (Tableau, Domo, MicroStrategy), Marketing Automation (Marketo, Eloqua or Pardot) or CRM (Salesforce and Dynamics) platforms.
• 2+ years of domain expertise in one of the following industries: Communications, Media, High-Tech, Manufacturing, Healthcare, Life Sciences, Financial Services, Insurance or Retail is preferred.

remote

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