Job Description
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.
The Senior Customer Success Operations Manager is responsible for driving the operational efficiency and effectiveness of our Customer Success organization. This role will be responsible for developing, implementing, and optimising processes, tools, and metrics to enhance customer satisfaction, retention, and growth.
The role will act as a strategic partner to Customer Success leadership, ensuring that the team has the necessary resources and partner with the organization to deliver against key initiatives and programs using project management methodologies.
Responsibilities & Accountabilities
Operational Excellence
Develop and standardise CS processes to ensure consistency and scalability
Help develop and refine the CS operating cadence and own the CS forecasting motion
Identify and implement process improvements to enhance team efficiency and customer satisfaction, retention, and growth
Create and maintain documentation across CSOps and contribute to broader initiatives
Strategic Initiatives
Lead strategic initiatives and programs using project management methodologies to improve customer retention, satisfaction, and overall success
Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts
Report on performance metrics to leadership and provide recommendations for improvement
Data Management and Analysis
Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making
Develop and maintain dashboards and reports to monitor key performance metrics
Cross-Functional Collaboration
Partner with Sales, Product, Marketing, and RevOps to ensure alignment on CS initiatives
Facilitate communication and coordination between teams to address business needs and challenges
Training and Support
Partner with Enablement on training and support to the CS team on tools, processes, and best practices
Support execution of the Enablement calendar.
Educational & Experience Requirements
Bachelor’s degree in Business, Operations Management, or a related field
3+ years experience in CS Operations or a similar role in a B2B SaaS company
Proven track record of managing sales or CS operating cadence
Strong profiency in managing customer forecasts, ideally within a forecasting solution (Clari, Gong, Salesforce)
Demonstrated ability to drive strategic initiatives and programs
Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau)
Competencies & Behaviors
Possesses an understanding of 6sense operations and how CS plays a role
Strong analytical and problem-solving skills with the ability to translate data into actionable insights
Flexibility and willingness to adapt to changing priorities and new responsibilities
Proactive self-starter, identifying opportunities for improvement and driving initiatives forward
Ability to maintain and optimize efficient processes with high level of accuracy and attention to detail
Effective clear and concise communication style geared toward navigating fast-paced environment
Proven ability to work collaboratively with cross-functional teams and build strong relationships
Base Salary Range: $106,847.25 - $156,709.30. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. 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). #Li-remote
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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]
