Manager, Customer Success - Upmarket

6sense is seeking a senior-level Manager, Customer Success - Upmarket to lead our customer service initiatives based in the USA. This role requires 5+ years of experience and places you at the heart of managing a high-performing team responsible for a vital customer portfolio.

Leading Customer Service and Success Operations in the USA

In this position, you will oversee a team of approximately 7-8 Customer Success Managers. Your team's portfolio will consist of Upmarket customers with annual contract values ranging from $100K to $500K, representing a combined $15M to $20M in Annual Recurring Revenue (ARR). You will balance business performance, talent development, and forecasting discipline to ensure clients realize measurable value.

Core Responsibilities

• Lead, coach, and develop 7-8 Customer Success Managers, fostering accountability, collaboration, and continuous improvement.
• Drive strong Gross Revenue Retention (GRR), customer adoption, satisfaction, and proactive risk mitigation across the portfolio.
• Own portfolio forecasting processes, renewal inspections, and customer health reviews.
• Partner cross-functionally with Sales, Professional Services, Support, Product, Marketing, and Revenue Operations.

6sense's mission is to multiply growth, retention, and efficiency. Every team member lives by our core values: Win as One Team, Stay Curious, Do The Right Thing, Own the Outcome, and Create Belonging. Specific education requirements are not specified for this role.