Manager, Customer Success - Upmarket
6sense · United States · 3 wk ago
RemoteRemoteOTHR$100k–$500k/yrFull-time
We need to output HTML fragment with sections: About the role? The posting includes "Our Mission", "Our People", "The Role", "What You'll Do", "What We're Looking For", "Preferred Qualifications", "Why 6sense", "Base Salary Range", "Other compensation", "Benefits", etc.
We must use for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should map content accordingly.
We must not repeat job title as heading (the page already shows it). No Job ID etc.
We must include a section only when posting has real specific content for it. Avoid filler.
We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions.
We need to decide which sections to include: About the role (maybe from "The Role" paragraph). Responsibilities (from "What You'll Do"). Requirements (from "What We're Looking For"). Qualifications (maybe "Preferred Qualifications"). Skills maybe not explicit; could combine. Benefits (from benefits description). Pay (Base Salary Range and other compensation). Schedule maybe not present (travel up to 25% maybe schedule? Not exactly schedule; but we could include Schedule if travel? The instruction: only include if posting actually states them. Travel is not schedule; schedule maybe not mentioned. So we omit Schedule.
We must not include sections with placeholder like "commensurate with experience". We have actual salary range.
We need to output only HTML fragment, no /, no markdown fences.
Let's extract content.
Mission and People maybe not needed as sections; but could be part of About the role? The instruction: Use
for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should map content accordingly.
We must not repeat job title as heading (the page already shows it). No Job ID etc.
We must include a section only when posting has real specific content for it. Avoid filler.
We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions.
We need to decide which sections to include: About the role (maybe from "The Role" paragraph). Responsibilities (from "What You'll Do"). Requirements (from "What We're Looking For"). Qualifications (maybe "Preferred Qualifications"). Skills maybe not explicit; could combine. Benefits (from benefits description). Pay (Base Salary Range and other compensation). Schedule maybe not present (travel up to 25% maybe schedule? Not exactly schedule; but we could include Schedule if travel? The instruction: only include if posting actually states them. Travel is not schedule; schedule maybe not mentioned. So we omit Schedule.
We must not include sections with placeholder like "commensurate with experience". We have actual salary range.
We need to output only HTML fragment, no /, no markdown fences.
Let's extract content.
Mission and People maybe not needed as sections; but could be part of About the role? The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should create those headings only if we have content.
Thus:
About the role
-> content: description of role: leading team of 7-8 CSMs, portfolio, ARR, responsibilities: driving retention, adoption, value realization, operational excellence, developing coaching team, etc. We'll combine from "The Role" paragraph and maybe some from "What You'll Do" but that is responsibilities.
Better: About the role: summary from "The Role" paragraph: lead a team of approx 7-8 CSMs responsible for combined portfolio of Upmarket customers with ACV $100K-$500K representing approx $15M-$20M ARR. Responsible for driving customer retention, adoption, value realization, operational excellence across team's portfolio while developing and coaching a high-performing team of CSMs. This role requires strong people leader balancing business performance, talent development, forecasting discipline, customer outcomes. Success requires developing top talent, create accountability, establish operational rigor, partner cross-functionally to ensure customers realize measurable business value from investment in 6sense. Work closely with Sales, Professional Services, Support, Product, Marketing, Revenue Operations to help customers achieve goals while contributing to growth and scale of CS organization.
That seems good.
Responsibilities: from "What You'll Do" bullet points (though they are paragraphs). We'll convert to - items.
List items:
- 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.
- 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 CSMs on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery, ensuring they understand and own the renewal process.
- Ensure CSMs 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.
- 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.
- 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.
That's many but okay.
Requirements: from "What We're Looking For" bullet points (the list before Preferred Qualifications). Items:
- 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.
Qualifications: from "Preferred Qualifications" bullet points:
- 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, Revenue Technology, or related B2B SaaS industries.
- Familiarity with Salesforce, Gainsight, Clari, Gong, and other customer success technologies.
- Experience helping scale Customer Success organizations, teams, and operating models.
Skills: Not explicitly listed; maybe we could combine some skills from requirements but we shouldn't invent. Could omit Skills section if no explicit skills list. The instruction: prefer a few substantive sections over many thin ones. Could omit Skills.
Benefits: from benefits description: "Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO)." Also later: "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."
We need to preserve all substantive information; we can combine into a Benefits section with list items.
Pay: Base Salary Range: $113,400-150,100. Also mention other compensation: bonus program or commission plan, stock options if approved. We'll include Pay section with that info.
Schedule: Not present; travel up to 25% maybe not schedule. We'll omit Schedule.
We must not include boilerplate like EEO, scam warning, etc. Remove those paragraphs.
Now produce HTML.
Structure:
About the role
...
Responsibilities
- ...
...
Requirements
...
Qualifications
...
Benefits
...
Pay
Base Salary Range: $113,400‑150,100. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board.
We need to ensure we use proper hyphen? Use regular hyphen.
Now craft the About the role paragraph: combine the role description.
Let's write:
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.
That seems good.
Now Responsibilities list: we need to ensure we don't duplicate content from About the role. Some overlap but okay.
We'll list as earlier.
Now Requirements list.
Now Qualifications list.
Now Benefits list: combine items:
- Generous health insurance coverage
- Life and disability insurance
- 401K employer matching program
- Paid holidays
- Self-care days
- Paid time off (PTO)
- Paid parental leave
- Quarterly self-care days off (maybe duplicate)
- Stock options
- Equipment and support for remote or office work
- Growth mindset culture with learning and development initiatives including access to LinkedIn Learning platform
- Quarterly wellness education sessions to encourage self care and personal growth
- Wellness days and ERG-hosted events celebrating employees
We need to avoid duplication: "self-care days" and "quarterly self-care days off" similar; we can keep one.
Let's craft list:
- Generous health insurance coverage
- Life and disability insurance
- 401K employer matching program
- Paid holidays
- Paid time off (PTO)
- Paid parental leave
- Quarterly self-care days
- Stock options
- Equipment and support for remote or office work
- Access to LinkedIn Learning platform and other learning and development initiatives
- Quarterly wellness education sessions
- Wellness days and
About the role
-> content: description of role: leading team of 7-8 CSMs, portfolio, ARR, responsibilities: driving retention, adoption, value realization, operational excellence, developing coaching team, etc. We'll combine from "The Role" paragraph and maybe some from "What You'll Do" but that is responsibilities. Better: About the role: summary from "The Role" paragraph: lead a team of approx 7-8 CSMs responsible for combined portfolio of Upmarket customers with ACV $100K-$500K representing approx $15M-$20M ARR. Responsible for driving customer retention, adoption, value realization, operational excellence across team's portfolio while developing and coaching a high-performing team of CSMs. This role requires strong people leader balancing business performance, talent development, forecasting discipline, customer outcomes. Success requires developing top talent, create accountability, establish operational rigor, partner cross-functionally to ensure customers realize measurable business value from investment in 6sense. Work closely with Sales, Professional Services, Support, Product, Marketing, Revenue Operations to help customers achieve goals while contributing to growth and scale of CS organization. That seems good. Responsibilities: from "What You'll Do" bullet points (though they are paragraphs). We'll convert to- items.
List items:
- 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.
- 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 CSMs on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery, ensuring they understand and own the renewal process.
- Ensure CSMs 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.
- 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.
- 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.
That's many but okay.
Requirements: from "What We're Looking For" bullet points (the list before Preferred Qualifications). Items:
- 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.
Qualifications: from "Preferred Qualifications" bullet points:
- 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, Revenue Technology, or related B2B SaaS industries.
- Familiarity with Salesforce, Gainsight, Clari, Gong, and other customer success technologies.
- Experience helping scale Customer Success organizations, teams, and operating models.
Skills: Not explicitly listed; maybe we could combine some skills from requirements but we shouldn't invent. Could omit Skills section if no explicit skills list. The instruction: prefer a few substantive sections over many thin ones. Could omit Skills.
Benefits: from benefits description: "Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO)." Also later: "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."
We need to preserve all substantive information; we can combine into a Benefits section with list items.
Pay: Base Salary Range: $113,400-150,100. Also mention other compensation: bonus program or commission plan, stock options if approved. We'll include Pay section with that info.
Schedule: Not present; travel up to 25% maybe not schedule. We'll omit Schedule.
We must not include boilerplate like EEO, scam warning, etc. Remove those paragraphs.
Now produce HTML.
Structure:
About the role
...
Responsibilities
- ... ...
Requirements
- ...
Qualifications
- ...
Benefits
- ...
Pay
Base Salary Range: $113,400‑150,100. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board.
We need to ensure we use proper hyphen? Use regular hyphen. Now craft the About the role paragraph: combine the role description. Let's write: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.
That seems good. Now Responsibilities list: we need to ensure we don't duplicate content from About the role. Some overlap but okay. We'll list as earlier. Now Requirements list. Now Qualifications list. Now Benefits list: combine items: - Generous health insurance coverage - Life and disability insurance - 401K employer matching program - Paid holidays - Self-care days - Paid time off (PTO) - Paid parental leave - Quarterly self-care days off (maybe duplicate) - Stock options - Equipment and support for remote or office work - Growth mindset culture with learning and development initiatives including access to LinkedIn Learning platform - Quarterly wellness education sessions to encourage self care and personal growth - Wellness days and ERG-hosted events celebrating employees We need to avoid duplication: "self-care days" and "quarterly self-care days off" similar; we can keep one. Let's craft list: - Generous health insurance coverage - Life and disability insurance - 401K employer matching program - Paid holidays - Paid time off (PTO) - Paid parental leave - Quarterly self-care days - Stock options - Equipment and support for remote or office work - Access to LinkedIn Learning platform and other learning and development initiatives - Quarterly wellness education sessions - Wellness days and