Manager, Customer Success — Upmarket

6sense is a SaaS company focused on helping businesses improve growth, retention, and efficiency through its technology. The Manager, Customer Success — Upmarket will lead and develop a team of Customer Success Managers, drive retention and customer value realization, and ensure operational excellence across a portfolio of upmarket customers. The role partners cross-functionally with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations to deliver strong customer outcomes.

Responsibilities:

• Lead, coach, and develop a team of approximately 7-8 Customer Success Managers supporting Upmarket customers
• Create a culture of accountability, customer-centricity, collaboration, and continuous improvement
• Conduct regular coaching sessions, performance reviews, talent assessments, and career development conversations
• Establish clear expectations and operating rhythms that drive consistent execution and customer outcomes
• Recruit, onboard, and develop Customer Success talent while supporting succession planning across the organization
• Inspire and motivate a team that consistently delivers exceptional customer experiences and business results
• Lead a team responsible for customers with annual contract values between $100K and $500K and a combined portfolio of approximately $15M-$20M in ARR
• Drive strong Gross Revenue Retention (GRR), customer adoption, customer satisfaction, and value realization across the portfolio
• Coach Customer Success Managers on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery, ensuring they understand and own the renewal process
• Ensure Customer Success Managers proactively identify customer risks and execute strategies to improve retention outcomes
• Partner with Sales leadership to align on customer health, growth opportunities, and strategic account planning
• Drive a high level of customer engagement and executive alignment across key accounts
• Own portfolio forecasting processes, renewal inspections, customer health reviews, and risk management practices
• Ensure consistent execution of success plans, Executive Business Reviews (EBRs), account reviews, and customer engagement standards
• Use data and analytics to identify trends, improve performance, and drive informed decision-making
• Drive adoption of Customer Success processes, tools, and best practices across the team
• Champion initiatives that improve efficiency, scalability, forecast accuracy, and customer outcomes
• Collaborate closely with Sales, Product, Professional Services, Support, Marketing, and RevOps to deliver a world-class customer experience
• Act as a voice of the customer and advocate for customer needs across the organization
• Support strategic initiatives focused on customer retention, product adoption, operational scale, and customer value realization
• Help shape the future of Customer Success programs, processes, and operating models as the business continues to grow

Requirements:

• 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
• 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