# Manager, Customer Success - Upmarket

**Company:** [6sense](https://hotfix.jobs/companies/6sense)
**Location:** Remote
**Role:** Customer Success
**Salary:** $113k – $150k/yr
**Experience:** 8+ years
**Skills:** Customer Success, SaaS, Account Management, Revenue Retention, Customer Adoption, Forecasting, Customer Health, Risk Management, Executive Engagement, Data Analytics, Salesforce, Gainsight, Clari, Gong, AI Workflows
**Posted:** 2026-09-04

> Leads and develops a Customer Success team serving upmarket SaaS customers, driving retention, adoption, value realization, forecasting discipline, and operational excellence. Requires 8+ years in customer-facing roles, 5+ years of people leadership, and experience managing high-performing teams.

## Job Description

## Responsibilities

### Lead and Develop the Team
- Lead, coach, and develop approximately 7–8 Customer Success Managers supporting upmarket customers.
- Build a culture of accountability, customer-centricity, collaboration, and continuous improvement.
- Conduct coaching sessions, performance reviews, talent assessments, and career development conversations.
- Establish operating rhythms and expectations that drive consistent execution and customer outcomes.
- Recruit, onboard, and develop Customer Success talent; support succession planning.

### Drive Customer Success Outcomes
- Oversee customers with annual contract values of $100,000–$500,000 and a combined portfolio of approximately $15M–$20M in ARR.
- Drive gross revenue retention, customer adoption, satisfaction, and value realization.
- Coach managers on account strategy, executive engagement, success planning, renewal strategy, risk mitigation, and value delivery.
- Ensure proactive identification of customer risks and execution of retention strategies.
- Partner with Sales leadership on customer health, growth opportunities, and strategic account planning.

### Drive Operational Excellence
- Own portfolio forecasting, renewal inspections, customer health reviews, and risk management.
- Ensure consistent execution of success plans, Executive Business Reviews, account reviews, and engagement standards.
- Use data and analytics to identify trends and improve performance.
- Drive adoption of Customer Success processes, tools, and best practices.
- Improve efficiency, scalability, forecast accuracy, and customer outcomes.

### Cross-Functional Partnership
- Collaborate with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations.
- Represent customer needs across the organization.
- Support initiatives focused on retention, product adoption, operational scale, and customer value realization.
- Help shape Customer Success programs, processes, and operating models.

## Requirements
- 5+ years of people leadership experience leading customer-facing teams in a SaaS organization.
- 8+ years of experience in Customer Success, Account Management, Professional Services, Consulting, or another customer-facing role.
- Proven record of building, developing, and retaining high-performing teams.
- Experience leading teams responsible for customer retention, adoption, and outcomes.
- Strong understanding of SaaS business models and 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.
- Ability to drive operational rigor and accountability through data-driven management.
- Strong analytical and problem-solving skills.
- Comfort using AI-powered tools and workflows to improve productivity, customer insights, coaching, and operational scale.
- Ability to work in a fast-paced, high-growth environment.
- Ability to travel up to 25%.

## Preferred Qualifications
- Experience leading Customer Success teams supporting enterprise or upmarket SaaS customers.
- Experience managing portfolios between $15M and $20M in ARR.
- Experience in MarTech, AdTech, SalesTech, Revenue Technology, or related B2B SaaS industries.
- Familiarity with Salesforce, Gainsight, Clari, Gong, and other Customer Success technologies.
- Experience scaling Customer Success organizations, teams, and operating models.

## Compensation and Benefits
- Base salary range: **$113,400–$150,100**.
- Benefits include health coverage, paid parental leave, paid time off, paid holidays, quarterly self-care days, stock options, life and disability insurance, a 401(k) employer match, wellness programs, and learning and development resources.

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