Principal Customer Success Manager

Responsibilities

• 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 the Account Executive team.
• Work closely with customer and internal teams to maintain visibility into product performance and customer feedback.
• Communicate and manage risk, proactively resolve issues promptly while minimizing 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 connected to business goals, and expansion opportunities.
• Partner with technical CSM and Program Managers to manage customer onboarding, product rollout, and training.
• Advocate for customers’ product feature priorities internally and align with the product team on roadmaps.
• 30% domestic travel to customer sites required as needed for meetings or events.

Requirements

• Bachelor’s degree 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 with multiple stakeholders.
• Managing success programs as the key advisor to global and regional customer organizations.
• Advising customers including CxOs on how to best use and adopt SaaS platforms for faster ROI.
• Working closely with B2B demand gen, marketing operations, sales operations, and analytics teams.
• Negotiating renewals, identifying, and driving upsell opportunities.
• 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.

Compensation

Base Salary Range: $126,393.75 - $185,377.50 (actual salary may vary based on factors including work location and experience).
This is one component of total compensation, which may include bonus/commission, stock options, health insurance, 401K matching, paid holidays, self-care days, PTO, and other benefits.