Manager, Customer Success - Upmarket

Our Mission:

6sense's mission is to multiply what matters: growth, retention, and efficiency. We envision a future where companies, teams and people reach their full potential.

Our People:

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Win as One Team, Stay Curious, Do The Right Thing, Own the Outcome, and Create Belonging. Every 6sensor plays a part in defining the future of our industry-leading technology. 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers. We want 6sense to be the best chapter of your career.

The Role

As a Manager, Customer Success, you will lead a team of approximately 7-8 Customer Success Managers responsible for a combined portfolio of Upmarket customers with annual contract values ranging from $100K to $500K and representing approximately $15M-$20M in ARR.

You will be responsible for driving customer retention, adoption, customer value realization, and operational excellence across your team's portfolio while developing and coaching a high-performing team of Customer Success Managers. This role requires a strong people leader who can balance business performance, talent development, forecasting discipline, and customer outcomes.

Success in this role requires the ability to develop top talent, create accountability, establish operational rigor, and partner cross-functionally to ensure customers realize measurable business value from their investment in 6sense.

You will work closely with Sales, Professional Services, Support, Product, Marketing, and Revenue Operations to help customers achieve their goals while contributing to the continued growth and scale of the Customer Success organization.

What You'll Do

Lead and Develop a High-Performing Team

• 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.

Drive Customer Success Outcomes

• 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.

Drive Operational Excellence

• 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.

Partner Across the Business

• 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.

What We're Looking For

• 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.

• Ability to travel up to 25% for customer meetings, team events, and company programs.

Preferred Qualifications

• 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, Rev