Senior Customer Success Manager II

About the role

The Senior Customer Success Manager is responsible for driving strategic customer outcomes, retention, expansion, and executive engagement across Demandbase's most complex and high-value customer relationships.

This role requires a highly consultative leader who can influence at all levels of an organization, from practitioners to C-suite executives. You will partner closely with Sales, Professional Services, Product, Support, and Marketing teams to accelerate customer adoption, drive expansion opportunities, mitigate risk, and ensure long-term customer success.

The ideal candidate combines deep expertise in B2B marketing, sales, and revenue technologies with strong business acumen, executive presence, and a proven track record of leading complex customer engagements.

Responsibilities

• Own a portfolio of Demandbase's largest and most strategic customer relationships.
• Develop trusted advisor relationships with executive stakeholders, including VP, SVP, and C-level leaders across Marketing, Sales, Revenue Operations, and Customer Success organizations.
• Drive customer adoption, business value realization, retention, and growth across assigned accounts.
• Create and execute strategic success plans aligned to customer business objectives and measurable outcomes.
• Lead executive business reviews and strategic planning sessions that demonstrate value and align Demandbase solutions to customer priorities.
• Provide consultative guidance on account-based go-to-market strategies, revenue generation, organizational alignment, and operational excellence.
• Drive measurable customer outcomes through successful platform adoption and utilization.
• Identify risks proactively and develop mitigation plans to improve customer health and retention.
• Partner with Account Executives to identify, develop, and execute expansion opportunities through upsell and cross-sell motions.
• Influence customer roadmaps by identifying opportunities to expand use cases and increase platform value.
• Serve as the voice of the customer and advocate for customer needs across Demandbase.
• Lead complex customer initiatives involving multiple stakeholders, business units, and internal teams.
• Navigate obstacles and competing priorities while maintaining accountability for results.
• Influence internal processes and programs that improve customer experience, scalability, and operational effectiveness.
• Drive continuous improvement initiatives that leave teams, processes, and customer programs stronger than before.

Qualifications

• 8+ years of experience in Customer Success, Strategic Account Management, Consulting, Revenue Operations, or related customer-facing SaaS roles.
• Proven success managing enterprise and strategic customer relationships with executive stakeholders.
• Demonstrated ability to drive retention, expansion, and measurable customer outcomes within a SaaS environment.
• Strong consultative and executive communication skills, with experience influencing VP and C-level decision makers.
• Deep understanding of B2B go-to-market strategies, account-based marketing, demand generation, sales processes, and revenue operations.
• Experience working with CRM, marketing automation, sales engagement, intent, analytics, and revenue technology platforms.
• Proven ability to lead complex, cross-functional initiatives and navigate ambiguity in fast-paced environments.
• Strong analytical skills with the ability to leverage data to drive decisions, recommendations, and customer outcomes.
• Demonstrated ability to independently manage multiple priorities while maintaining a high standard of execution.
• Experience identifying process improvements and implementing scalable solutions that improve team effectiveness and customer outcomes.

Preferred Qualifications

• Experience working with enterprise marketing, sales, or revenue technology platforms.
• Background in ABM, Revenue Operations, Digital Marketing, Sales Operations, or GTM Strategy.
• Experience managing global or Fortune 1000 customer relationships.
• Demonstrated success serving as a trusted advisor to executive leadership teams.