Customer Success Team Lead

  • 6sense
  • Mexico, Remote
  • Jun 15, 2024
Customer Service/Support

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. 

This role will be based in office 3 days a week in Mexico City.

What we're looking for:

Imagine a solution that will predict for your customers (with an 85% accuracy) who is going to buy, what they’ll buy and when.  As a Customer Success Manager at 6sense, you’ll be an instrumental player to our growth as we build upon the success we’ve had delivering predictions for Fortune 500 customers.  We will trust you to own high profile customer advisory relationships, drive technical competency, ensure rapid deployment to demonstrate measurable results and create a culture of customer success at 6sense. 

We are seeking a highly motivated and experienced Customer Success Manager – Team Lead to join our team. The ideal candidate will be passionate about ensuring our customers achieve their desired outcomes and will provide coaching to others to deliver best-in-class service and support. The successful candidate will be responsible for managing a rotating book of business, driving adoption and retention goals, along with ensuring each team member is trained well and set up for success.  

We’re in the early stages of building our customer success team. We’re looking for process-oriented people who have an intrinsic drive to be successful; who have a track record of building customer advocates in technical product environments; who have a passion for B2B buyers, their businesses and what 6sense means to their success and who can think critically about driving customer growth and building our organization.  This is a unique opportunity to help shape and accelerate our success. 

As Customer Success Manager (CSM) you will be responsible for actively managing the happiness and adoption of a rotating portfolio of 6sense customers.   

In this role, you will:

Individual Contributor (IC) responsibilities include:

  • Partnering with a 6sense technical CSM to manage customer onboarding, product rollout and training 
  • Working closely with SMB customers to ensure 6sense is being adopted into their teams’ daily workflow, generating positive ROI and growing lifetime value for 6sense
  • Managing implementation projects followed by global adoption of 6sense products.
  • Maintaining visibility into product performance and customer feedback to communicate with CS and other teams. Work closely with customer and internal teams to resolve issues promptly and minimize customer churn
  • Assisting customers to promote 6sense service adoption and measure value and ROI.
  • Identifying areas for customer growth: additional use cases for 6sense data and new business units with revenue potential for 6sense
  • Building customer advocates who will speak on behalf of 6sense as a reference and share success stories in 6sense events and content
  • Becoming an expert on the 6sense predictive engine, including implementation and how use cases of 6sense connect to top business goals and requirements 
  • Be an advocate for customers’ product feature priorities internally within 6sense and align with product team around driving product roadmap
  • Partner with sales for pre-sales questions and demos; share customer stories and help develop marketing collateral
  • Identify opportunities for continuous improvement - within accounts, across CS team and across 6sense
  • Ability to juggle multiple projects, prioritize, and scale  

Team Lead (TL) responsibilities include:

  • Lead new hire training as assigned by Manager  
  • Meet individually with CSMs for one on ones, on an as needed basis to share strategies for success  
  • Ensure the team has strong data hygiene, and tools (ex. Salesforce, Gainsight) are updated within specified timeframes  
  • Help guide CSMs when to escalate ‘red’ accounts  
  • Discover relevant and important team sync topics to cover and present ideas to Manager 
  • Be an active participant in team syncs and encourage collaboration of others 
  • Assist in interviewing and vetting candidates on as needed basis 
  • Understand performance criteria and maintain standards on how a successful CSM at 6sense operates  
  • Work with assigned people partner/HR to brief them on local talent including but not limited to performance 
  • Serve as ‘hub’ ambassador and the main point of contact for WeWork locally, lead the coworking space and ensure team members are attending 3 days a week

What you'll bring to this role:

  • 6-8 years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company, where you developed strategies to fully leverage technology solutions 
  • Experience working with customers with multiple stakeholders and managing success program as the key advisor to global as well as regional customer organizations.  
  • Experience advising customers including CxOs on how to best use and adopt SaaS platform for faster Return on Investment (ROI) 
  • Experience working closely with B2B demand gen, marketing operations, sales operations, and analytics teams 
  • Have led projects from conception to closure and have experience leveraging internal resources to get things done. 
  • Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media. Experience using Marketing Automation, CRM or related applications is a plus 
  • Strong analytical and communications skills 
  • BA/BS degree or equivalent practical experience  
  • Desired skills: 2+ years of BI (Tableau, Domo, MicroStrategy), Marketing Automation (Marketo, Eloqua or Pardot) or CRM (Salesforce, Hubspot and Dynamics) platforms. 

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]. 

Industry

Artificial Intelligence (AI)