Principal Customer Success Manager, Strategic

Responsibilities

• Develop, execute, and maintain strategic account plans and Quarterly Business Reviews (QBRs) based on market data and research to drive business value and ROI.
• Forecast, identify risk, and maintain strong customer renewal and growth rates in partnership with Account Executive teams.
• Work closely with customers and internal teams to maintain visibility into product performance and customer feedback.
• Communicate and manage risk; proactively resolve issues to minimize customer churn.
• Work with global enterprise customers to understand business goals, ensure 6sense adoption into daily workflows, generate positive ROI, and grow lifetime customer value.
• Become an expert on the 6sense predictive engine, including implementation, use cases, and expansion opportunities.
• Partner with technical CSMs and Program Managers to manage customer onboarding, product rollout, and training.
• Advocate for customer product feature priorities internally and align with product teams on roadmaps.
• 30% domestic travel to customer sites as needed.

Requirements

• Bachelor’s degree or foreign equivalent in Global Marketing, Marketing, or related field.
• 5+ years of experience as a Customer Success Manager, Account Manager, Consultant, or related occupation.
• Experience developing strategies on assigned accounts to fully leverage technology solutions.
• High-touch Strategic or Enterprise Customer Success experience.
• Experience working with global enterprise customers and multiple stakeholders.
• Experience managing success programs as the key advisor to global and regional customer organizations.
• Experience advising customers including CxOs on SaaS platform adoption for faster ROI.
• Experience working closely with B2B demand gen, marketing operations, sales operations, and analytics teams.
• Experience negotiating renewals and identifying/driving upsell opportunities.
• Experience leading projects from conception to closure and leveraging/influencing internal resources.
• Experience with marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media.

Nice-to-Haves

• None specified.

Compensation & Benefits

• Salary: $159,328 – $229,571 per year.
• Health coverage, paid parental leave, generous PTO and holidays, quarterly self-care days, stock options.
• Equipment and support for remote/hybrid work.
• Learning and development via LinkedIn Learning platform.
• Quarterly wellness education sessions and ERG-hosted events.