Sr. Customer Success Manager - Enterprise

6sense is a company dedicated to driving growth, retention, and efficiency through its innovative technology solutions. As a Sr. Customer Success Manager - Enterprise, you will be responsible for fostering customer relationships, driving adoption of the platform, and ensuring long-term value for enterprise clients. This role involves strategic alignment with customer goals, managing renewals, and operationalizing customer success processes.

Responsibilities:

• Driving adoption and strategic alignment: Partner with global enterprise customers to deeply understand their business goals and ensure 6sense is embedded in their workflows to deliver measurable ROI and business impact
• Owning renewals and GRR metrics: Lead renewal strategy and execution, proactively identifying expansion opportunities and mitigating churn risk in collaboration with Account Executives
• Operationalizing for scale: Apply scalable methodologies and tools to manage customer engagement efficiently across a growing portfolio
• Building executive relationships: Establish trusted advisor status with senior stakeholders and decision-makers, aligning 6sense capabilities to their strategic priorities
• Developing success plans and EBRs: Create and maintain mutual success plans and executive business reviews that clearly demonstrate value and progress toward customer goals
• Driving product feedback and roadmap alignment: Act as the voice of the customer internally, influencing product development based on real-world use cases and feedback
• Onboarding and enablement: Partner with Services to ensure smooth onboarding, training, and rollout of new features
• Creating customer advocates: Cultivate champions who will share their success stories and serve as references for 6sense
• Managing multiple priorities: Balance strategic initiatives and day-to-day execution while contributing to a fun, collaborative team culture

Requirements:

• 5+ years in Customer Success, Account Management, or Consulting in SaaS or high-tech environments, with a focus on driving technical adoption and measuring strategic value
• 3+ years managing enterprise accounts with a proven track record of exceeding renewal and growth targets
• Experience aligning platform usage with business outcomes and advising senior stakeholders (including CxOs) on maximizing ROI
• Strong understanding of B2B demand generation, marketing operations, and sales analytics
• Proven success in negotiating renewals and identifying upsell opportunities
• Experience operationalizing CS processes and leveraging internal resources to scale
• Familiarity with marketing tech stack (e.g., Marketing Automation, CRM, BI tools)
• Strong analytical, communication, and project management skills
• BA/BS degree required
• Willingness to travel (~25%)
• Experience using Gainsight or other Customer Success Platforms to monitor customer health and track customer goals
• Experience selling into or partnering with GTM teams and a knowledge of their KPIs and success metrics