6sense - Sr. Customer Success Operations Manager
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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 • Notice of Collection and Use of Personal Information for California Residents: California Recruitment Privacy Notice and Policy
Responsibilities
• 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.
Benefits
• The opportunity to generate new business opportunities to fuel our growth • Create and prioritize strategic target account lists within a defined territory • Research and build accounts (i.e. adding contacts, sending emails, strategic calling) • Conduct high level conversations with senior executives in prospect accounts • Achieve monthly quotas of qualified opportunities and closed business • Solid Base Salary + Commission • Your traits: • Intrinsic drive to be successful, love to win – You’ll take initiative to figure it out, do your absolute best work • Clear, succinct communicator – Using your customer’s language, you’ll help them clearly understand the value 6sense delivers • Innately curious – You’ll know your buyer, their business, and what 6sense means to their success • Collaborate and win as a team – You’ll compete, but above that you’ll collaborate, you’ll share what is working, you’ll help the team win, you’ll take on projects outside of closing deals. • 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.
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