Manager of Customer Success (Upmarket)

Join 6sense, a leading B2B SaaS company, as a Manager of Customer Success. In this role, you will lead a team of 7-8 Customer Success Managers, driving customer retention, adoption, and value realization. You will work closely with various departments to ensure customers achieve their goals and contribute to the growth of the Customer Success organization.

• Lead and develop a team of Customer Success Managers to drive customer retention, adoption, and value realization.
• Establish operational rigor and accountability, ensuring consistent execution of success plans, Executive Business Reviews, and customer engagement standards.
• Collaborate cross-functionally with Sales, Professional Services, Support, Product, Marketing, and Revenue Operations to help customers achieve their goals.
• Experience coaching teams on executive engagement, account strategy, value realization, and risk management
• Demonstrated ability to drive operational rigor and accountability through data-driven management practices
• 8+ years of experience in Customer Success, Account Management, Professional Services, Consulting, or other customer-facing roles
• Excellent communication, coaching, and leadership skills
• Proven track record of building, developing, and retaining high-performing teams
• Strong understanding of SaaS business models and key metrics, including GRR, churn, forecasting, customer health, and product adoption
• 5+ years of people leadership experience leading customer-facing teams within a SaaS organization
• Ability to travel up to 25% for customer meetings, team events, and company programs
• Experience leading teams responsible for customer retention, adoption, and customer outcomes
• Comfortable leveraging AI-powered tools and workflows to improve team productivity, customer insights, coaching effectiveness, and operational scale
• Strong analytical and problem-solving skills with the ability to translate data into action
• Ability to thrive in a fast-paced, high-growth environment
• Experience leading Customer Success teams supporting enterprise or upmarket SaaS customers
• Experience managing teams responsible for portfolios between $15M and $20M in ARR
• Experience within MarTech, AdTech, SalesTech, Revenue Technology, or related B2B SaaS industries
• Familiarity with Salesforce, Gainsight, Clari, Gong, and other customer success technologies
• Experience helping scale Customer Success organizations, teams, and operating models