Senior Customer Success Manager (EMEA)

• As a Customer Success Manager at 6sense, you will help drive the company’s growth by owning high-profile customer advisory relationships, building technical competency, ensuring rapid deployment, demonstrating measurable results, and creating a culture of customer success
• 6sense is in the early stages of building its customer success team and is looking for process-oriented people with an intrinsic drive to succeed, a track record of building customer advocates in technical product environments, a passion for B2B buyers and their businesses, and the ability to think critically about customer growth and building the organization. This is an opportunity to help shape and accelerate the company’s success
• Actively manage the happiness and renewals of a portfolio of assigned 6sense customers
• Partner with a 6sense technical CSM to manage customer onboarding, product rollout, and training
• Work closely with global enterprise customers to help embed 6sense in their teams’ daily workflows, generate positive ROI, and grow customer lifetime value
• Manage implementation projects, followed by global adoption of 6sense products
• Maintain visibility into product performance and customer feedback, communicate with Customer Success and other teams, and work with customers and internal teams to resolve issues promptly and minimise churn
• Help customers promote adoption of 6sense services and measure value and ROI
• Identify customer growth opportunities, including additional use cases for 6sense data and new business units with revenue potential for 6sense
• Build customer advocates who can serve as references and share success stories at 6sense events and in 6sense content
• Become an expert on the 6sense predictive engine, including its implementation and how its use cases connect to business goals and requirements
• Advocate internally for customers’ product feature priorities and align with the product team to help drive the product roadmap
• Partner with Sales on pre-sales questions and demos, share customer stories, and help develop marketing collateral
• Identify opportunities for continuous improvement within accounts, across the Customer Success team, and across 6sense
• Juggle multiple projects, prioritise, and scale
• CSM will represent the voice of the customer at 6sense and work closely with internal teams to create a company-wide culture of Customer Success. We are creating a different kind of company

Benefits

• Health & Wellness: Parental Leave, Wellness Days Off, Quarterly Wellness Speakers, Wellness Challenges
• Giving Back: Giving Fridays Rotating Charity Support, 6sense Gives Back Programs, Month of Service
• Social Well Being: Flexible Time Off, HUB Working Model, WeWork Access
• Professional Development: LinkedIn Learning Courses, WFH Stipend, Revenue Certifications, Management Training- A bachelor’s degree is required; a master’s degree is preferred
• 3+ years of experience in Customer Success, Account Management, or Consulting, ideally at a high-tech or SaaS company, developing strategies for assigned accounts to fully leverage technology solutions
• 2+ years of experience with BI platforms such as Tableau, Domo, or MicroStrategy; marketing automation platforms such as Marketo, Eloqua, or Pardot; or CRM platforms such as Salesforce or Dynamics
• Experience leading projects from conception to closure and leveraging internal resources to get things done
• Strong analytical and communication skills
• Ability to travel to customer sites approximately 30% of the time
• Experience advising customers, including C-suite executives, on how to use and adopt SaaS platforms to achieve a faster return on investment (ROI)
• Experience working with Global 1000 enterprise customers and multiple stakeholders, managing success programs as a key advisor to global and regional customer organizations
• Familiarity with marketing technology, including marketing automation, digital marketing technologies, data providers, and B2B digital media. Experience using marketing automation, CRM, or related applications is a plus
• Experience working closely with B2B demand generation, marketing operations, sales operations, and analytics teams
• 2+ years of domain expertise in one of the following industries: communications, media, high tech, manufacturing, healthcare, life sciences, financial services, insurance, or retail