demandbase - Senior Customer Success Manager II
Requirements
• As a Senior Customer Success Manager, you will play a critical role in shaping customer strategy, mentoring peers, advocating for customers internally, and elevating the overall Customer Success organization through best practices and thought leadership. • 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. • 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. • Our Commitment to Diversity, Equity, and Inclusion at Demandbase
Responsibilities
• STRATEGIC CUSTOMER LEADERSHIP • 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. • CUSTOMER OUTCOMES & GROWTH • 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. • CROSS-FUNCTIONAL LEADERSHIP • Lead complex customer initiatives involving multiple stakeholders, business units, and internal teams. • Coordinate resources across Customer Success, Product, Support, Professional Services, Sales, and Marketing to ensure successful customer outcomes. • 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. • THOUGHT LEADERSHIP & ORGANIZATIONAL IMPACT • Maintain expertise in industry trends, account-based go-to-market strategies, revenue technologies, and competitive solutions. • Contribute to Customer Success best practices, playbooks, and operational improvements. • Mentor and support Customer Success team members through coaching, knowledge sharing, and feedback. • Develop customer success stories, references, and advocacy programs that showcase business outcomes. • Represent Demandbase as a strategic partner and thought leader in customer-facing engagements.
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