Manager, Customer Success – UpMarket

🕒 2 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

🏆 Sucesso do Cliente

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6sense

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2013

💼 Consultoria

📦 Logística

🤖 Inteligência Artificial

💰 $200.000.000 Series E em 2022-01

Consulting • Logistics • Artificial Intelligence

A 6sense é uma empresa especializada em soluções de Revenue AI™, particularmente para marketing e vendas B2B. A empresa oferece uma plataforma que identifica potenciais compradores prontos para a compra, elabora mensagens personalizadas para envolvê-los e automaticamente qualifica e agenda reuniões. A 6sense utiliza AI avançada para prever estágios de compra, enriquecer dados de contato e conta e descobrir a intenção dos compradores. Sua plataforma integra-se com investimentos tecnológicos já existentes e apoia operações como inteligência de contas, construção de audiência e orquestração de fluxos de trabalho. A 6sense tem como objetivo melhorar a eficiência do marketing, aumentar o pipeline e impulsionar o crescimento da receita revelando sinais de compra ocultos e fornecendo insights de dados relevantes.

Descrição

• Lead, coach, and develop a team of approximately 7-8 Customer Success Managers supporting Upmarket customers • Drive customer retention, adoption, customer value realization, and operational excellence across the team’s portfolio • Conduct coaching sessions, performance reviews, talent assessments, and career development conversations • Establish expectations and operating rhythms that drive consistent execution and customer outcomes • Recruit, onboard, and develop Customer Success talent while supporting succession planning • Drive Gross Revenue Retention, customer adoption, customer satisfaction, and value realization • Coach Customer Success Managers on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery • Partner with Sales leadership on customer health, growth opportunities, and strategic account planning • Own portfolio forecasting, renewal inspections, customer health reviews, and risk management practices • Ensure execution of success plans, Executive Business Reviews, account reviews, and customer engagement standards • Use data and analytics to identify trends, improve performance, and support decision-making • Drive adoption of Customer Success processes, tools, and best practices • Collaborate with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations • Act as a voice of the customer and advocate for customer needs • Support initiatives focused on retention, product adoption, operational scale, and customer value realization • Help shape Customer Success programs, processes, and operating models

🎯 Requisitos

• 5+ years of people leadership experience leading customer-facing teams within a SaaS organization • 8+ years of experience in Customer Success, Account Management, Professional Services, Consulting, or other customer-facing roles • Proven track record of building, developing, and retaining high-performing teams • Experience leading teams responsible for customer retention, adoption, and customer outcomes • Strong understanding of SaaS business models and key metrics, including GRR, churn, forecasting, customer health, and product adoption • Experience coaching teams on executive engagement, account strategy, value realization, and risk management • Excellent communication, coaching, and leadership skills • Demonstrated ability to drive operational rigor and accountability through data-driven management practices • Strong analytical and problem-solving skills with the ability to translate data into action • Comfortable leveraging AI-powered tools and workflows to improve team productivity, customer insights, coaching effectiveness, and operational scale • Ability to thrive in a fast-paced, high-growth environment • Ability to travel up to 25% for customer meetings, team events, and company programs

🏖️ Benefícios

• Bonus program or commission plan • Stock options if approved by 6sense’s board • Generous health insurance coverage • Life insurance • Disability insurance • 401K employer matching program • Paid holidays • Self-care days • Paid time off (PTO) • Health coverage • Paid parental leave • Equipment and support for working and connecting with teams at home or in offices • LinkedIn Learning platform access • Learning and development initiatives • Quarterly wellness education sessions • Wellness days • ERG-hosted events

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