Customer Success Manager - Commercial

Our Mission:

6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue.

Our People:

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. 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.

Job Description : The customer Success Manager will play a key role in driving Customer Success, optimisation, and upselling of new business opportunities for customers by qualifying and nurturing customers in our rapidly growing business.

Key Responsibilities:

• Own overall relationships with assigned customers, which include: Increasing adoption, ensuring retention, and delivering satisfaction

• Manage customer life cycle & account management – from Sales Handover, Oversee & Ensure Timely Deployment, Consistent Engagement there-on building a Relationship

• Escalation Management, Stakeholder Management (Internal & External), Co-ordination between Product Management, Support groups, and other Cross-Functional teams.

• Develop new and innovative ways to share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews

• Provide best practices to help drive user behaviour and product adoption

• Proficient understanding of customer success concepts and Software as a Service. Conduct onboarding, training, and review call with customers through multiple customer journey stages.

• Discern opportunities for revenue growth and close cross-sell and upsell opportunities (independently or in partnership with cross-functional teams), and act upon possible problems

What makes you a great fit?

• You have 4+ years of experience in Customer Success Management working with a SaaS product and/or mid-market customers (mandatory).

• You are Proactive, a self-starter with attention to detail & an excellent Relationship Builder

• Act as a consultant by understanding your customer’s business needs and a trusted advisor to secure customer’s advocacy towards our organisation

• Possess Excellent Communication, Listening & Articulation Skills – Able to effectively converse with all levels of stakeholders & customers

• Experience in analysing data, trends, and client information to identify product or growth opportunities in service of customer value

• Experience using customer success and CRM, analytics tools

• Comfortable working in a fast-paced and dynamic environment

• Strong work ethic and a team player, empathetic, highly responsive, curious, and energetic

• Product savvy - able to develop a strong understanding and technical knowledge in order to speak confidently to customers

• Bachelor's degree or equivalent practical experience

Our Benefits:

Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.

We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.

Equal Opportunity Employer:

6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected].

We are aware of recruiting impersonation attempts that are not affiliated with 6sense in any way. All email communications from 6sense will originate from the @6sense.com domain. We will not initially contact you via text message and will never request payments. If you are uncertain whether you have been contacted by an official 6sense employee, reach out to [email protected]