Principal Customer Success Manager, Strategic
159k – 230kSan Francisco, CAHybrid5+ YOE
Summary
Lead strategic customer success for global enterprise accounts at 6sense, driving adoption, renewals, upsells, and ROI through account planning, QBRs, and cross-functional collaboration. Requires 5+ years in high-touch CSM or account management roles plus a bachelor's degree.
About the role
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.
Skills
Customer SuccessAccount ManagementStrategic Account PlanningQBRsSaaS AdoptionRenewalsUpsellingMarketing AutomationB2B Demand GenerationMarketing OperationsSales OperationsAnalyticsProject ManagementStakeholder Management
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