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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing high-performing Customer Success teams within a SaaS environment, focusing on customer retention, adoption, and value realization. Proficient in leveraging data analytics to drive operational excellence and improve customer outcomes.
Highest-signal resume keywords
People Leadership ExperienceCustomer Success ManagementSaaS Business Model UnderstandingData-Driven Management PracticesCoaching and Development Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer RetentionValue RealizationAccount StrategyRisk ManagementForecastingChurn AnalysisCustomer Health MetricsOperational ExcellenceExecutive Stakeholder EngagementPerformance Reviews
Soft Skills
Excellent CommunicationCoaching SkillsLeadership SkillsAnalytical Problem-SolvingAdaptability in Fast-Paced Environments
Tools & Technologies
AI-Powered ToolsCustomer Success ToolsData Analytics Platforms
Industry Keywords
Customer SuccessSaaSAccount ManagementProfessional ServicesConsulting
About the role
Key responsibilities & impact- Lead, coach, and develop a team of approximately 7-8 Customer Success Managers supporting Upmarket customers
- Drive customer retention, adoption, customer value realization, and operational excellence across the team’s portfolio
- Conduct coaching sessions, performance reviews, talent assessments, and career development conversations
- Establish expectations and operating rhythms that drive consistent execution and customer outcomes
- Recruit, onboard, and develop Customer Success talent while supporting succession planning
- Drive Gross Revenue Retention, customer adoption, customer satisfaction, and value realization
- Coach Customer Success Managers on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery
- Partner with Sales leadership on customer health, growth opportunities, and strategic account planning
- Own portfolio forecasting, renewal inspections, customer health reviews, and risk management practices
- Ensure execution of success plans, Executive Business Reviews, account reviews, and customer engagement standards
- Use data and analytics to identify trends, improve performance, and support decision-making
- Drive adoption of Customer Success processes, tools, and best practices
- Collaborate with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations
- Act as a voice of the customer and advocate for customer needs
- Support initiatives focused on retention, product adoption, operational scale, and customer value realization
- Help shape Customer Success programs, processes, and operating models
Requirements
What you’ll need- 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
Benefits
Comp & perks- Bonus program or commission plan
- Stock options if approved by 6sense’s board
- Generous health insurance coverage
- Life insurance
- Disability insurance
- 401K employer matching program
- Paid holidays
- Self-care days
- Paid time off (PTO)
- Health coverage
- Paid parental leave
- Equipment and support for working and connecting with teams at home or in offices
- LinkedIn Learning platform access
- Learning and development initiatives
- Quarterly wellness education sessions
- Wellness days
- ERG-hosted events