Principal Customer Success Manager, Strategic

6sense is a company dedicated to helping organizations achieve their full potential through growth, retention, and efficiency. They are seeking a Principal Customer Success Manager to develop and maintain strategic account plans, ensuring strong customer relationships and driving business value through effective product adoption and ROI. The role involves collaborating with various teams, managing customer onboarding, and advocating for client needs within the organization.

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
• 30% domestic travel to customer sites is required on an as needed basis for customer meetings or events

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