[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#) [All remote jobs](https://jobicy.com/jobs.md)Open role[![6sense logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/b5ec98b2-221.png)](https://jobicy.com/company/6sense.md)Remote opportunity at[6sense](https://jobicy.com/company/6sense.md) # Manager, Customer Success – Upmarket Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/6sense.md)Share5 Sep 2026Published56Listing views3Application actions5 Oct 2026Apply before Opportunity details ## About this role. AI Summary6sense is seeking an experienced Customer Success leader to manage a team of 7–8 Customer Success Managers serving upmarket SaaS customers. The manager will be accountable for retention, adoption, value realization, forecasting discipline, customer health, and renewal-risk management across a $15M–$20M ARR portfolio. The role requires substantial people leadership, including coaching, performance management, hiring, onboarding, and succession planning. Success depends on close partnership with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations, plus the ability to scale customer-success processes in a fast-growth environment. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior people-management role with direct responsibility for retention outcomes and operational rigor across a large upmarket portfolio. It requires balancing talent development, executive customer strategy, forecasting, cross-functional alignment, and proactive risk mitigation in a high-growth SaaS environment. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$131,750US market range$115k–$165k0$182k AI insightThe disclosed annual base-salary range is $113,400 to $150,100 USD, with a midpoint of $131,750 USD. This is broadly competitive for a US-based Customer Success Manager leader overseeing an upmarket SaaS portfolio; market base-pay ranges commonly vary by location, company stage, team scope, and variable-compensation design. Bonus or commission and stock options may be available but are not quantified and are excluded from the base-salary calculation. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Leadership](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Leadership.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[People Management](https://jobicy.com/jobs?search_keywords=People%20Management.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Gross Revenue Retention](https://jobicy.com/jobs?search_keywords=Gross%20Revenue%20Retention.md)[Renewal Forecasting](https://jobicy.com/jobs?search_keywords=Renewal%20Forecasting.md)[Executive Stakeholder Management](https://jobicy.com/jobs?search_keywords=Executive%20Stakeholder%20Management.md)[Account Strategy](https://jobicy.com/jobs?search_keywords=Account%20Strategy.md)[Customer Health](https://jobicy.com/jobs?search_keywords=Customer%20Health.md)[Cross-Functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-Functional%20Collaboration.md) Sample interview questionsHow have you improved retention and customer health across a Customer Success portfolio?I establish clear health signals that combine product usage, stakeholder engagement, support trends, business outcomes, and renewal timing. I then run structured risk reviews with CSMs, assign specific mitigation plans and owners, and inspect progress regularly. This approach makes risk visible early and enables the team to focus on measurable actions that improve renewal outcomes. How do you coach CSMs to engage executive stakeholders effectively? I coach CSMs to begin with the customer's strategic goals, measurable success criteria, and the executive audience's priorities rather than product features. We prepare concise value narratives, use adoption and outcome data, and agree on clear next steps during EBRs. I also review account plans and join critical conversations when escalation, executive alignment, or coaching support is needed. What is your approach to forecasting renewals for an upmarket portfolio? I use a consistent forecast process anchored in renewal date, commercial path, customer health, executive sponsorship, adoption, realized value, and identified risks. CSMs must document evidence for each forecast category and maintain mitigation plans for at-risk accounts. I validate forecasts through regular inspections and align with Sales and leadership on changes, dependencies, and escalation needs. How would you develop a team of seven to eight Customer Success Managers? I set clear performance expectations and operating rhythms while tailoring development plans to each individual's strengths and gaps. My approach includes regular one-on-ones, call and account-plan coaching, calibration on customer-health standards, career conversations, and opportunities to lead initiatives. I use performance data alongside qualitative feedback to recognize strong work and address issues promptly and constructively. Describe how you would partner cross-functionally when a strategic customer is at risk. I would first align internal teams on the customer's business objective, risk drivers, decision-makers, timeline, and desired recovery outcome. I would bring together the appropriate Sales, Support, Product, and Professional Services partners with clear owners and milestones, while ensuring the CSM remains accountable for the customer plan. Communication would remain transparent and executive-ready, with progress tracked until the risk is resolved or a commercial decision is reached. Our Mission: 6sense’s mission is to multiply what matters: growth, retention, and efficiency. We envision a future where companies, teams and people reach their full potential. Our People: People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Win as One Team, Stay Curious, Do The Right Thing, Own the Outcome, and Create Belonging. 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 Role As a Manager, Customer Success, you will lead a team of approximately 7-8 Customer Success Managers responsible for a combined portfolio of Upmarket customers with annual contract values ranging from $100K to $500K and representing approximately $15M-$20M in ARR. You will be responsible for driving customer retention, adoption, customer value realization, and operational excellence across your team’s portfolio while developing and coaching a high-performing team of Customer Success Managers. This role requires a strong people leader who can balance business performance, talent development, forecasting discipline, and customer outcomes. Success in this role requires the ability to develop top talent, create accountability, establish operational rigor, and partner cross-functionally to ensure customers realize measurable business value from their investment in 6sense. You will work closely with Sales, Professional Services, Support, Product, Marketing, and Revenue Operations to help customers achieve their goals while contributing to the continued growth and scale of the Customer Success organization. ### What You’ll Do ### Lead and Develop a High-Performing Team * Lead, coach, and develop a team of approximately 7-8 Customer Success Managers supporting Upmarket customers. * Create a culture of accountability, customer-centricity, collaboration, and continuous improvement. * Conduct regular coaching sessions, performance reviews, talent assessments, and career development conversations. * Establish clear expectations and operating rhythms that drive consistent execution and customer outcomes. * Recruit, onboard, and develop Customer Success talent while supporting succession planning across the organization. * Inspire and motivate a team that consistently delivers exceptional customer experiences and business results. ### Drive Customer Success Outcomes * Lead a team responsible for customers with annual contract values between $100K and $500K and a combined portfolio of approximately $15M-$20M in ARR. * Drive strong Gross Revenue Retention (GRR), customer adoption, customer satisfaction, and value realization across the portfolio. * Coach Customer Success Managers on account strategy, executive stakeholder engagement, success planning, renewal strategy, risk mitigation, and value delivery, ensuring they understand and own the renewal process. * Ensure Customer Success Managers proactively identify customer risks and execute strategies to improve retention outcomes. * Partner with Sales leadership to align on customer health, growth opportunities, and strategic account planning. * Drive a high level of customer engagement and executive alignment across key accounts. ### Drive Operational Excellence * Own portfolio forecasting processes, renewal inspections, customer health reviews, and risk management practices. * Ensure consistent execution of success plans, Executive Business Reviews (EBRs), account reviews, and customer engagement standards. * Use data and analytics to identify trends, improve performance, and drive informed decision-making. * Drive adoption of Customer Success processes, tools, and best practices across the team. * Champion initiatives that improve efficiency, scalability, forecast accuracy, and customer outcomes. ### Partner Across the Business * Collaborate closely with Sales, Product, Professional Services, Support, Marketing, and RevOps to deliver a world-class customer experience. * Act as a voice of the customer and advocate for customer needs across the organization. * Support strategic initiatives focused on customer retention, product adoption, operational scale, and customer value realization. * Help shape the future of Customer Success programs, processes, and operating models as the business continues to grow. ### What We’re Looking For * 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. ### Preferred Qualifications * Experience leading Customer Success teams supporting enterprise or upmarket SaaS customers. * Experience managing teams responsible for portfolios between $15M and $20M in ARR. * Experience within MarTech, AdTech, SalesTech, Revenue Technology, or related B2B SaaS industries. * Familiarity with Salesforce, Gainsight, Clari, Gong, and other customer success technologies. * Experience helping scale Customer Success organizations, teams, and operating models. ### Why 6sense At 6sense, you’ll have the opportunity to lead a talented team, influence the future of Customer Success, and directly impact customer retention and business outcomes across a diverse portfolio of Upmarket customers. You’ll work alongside some of the industry’s most innovative leaders while helping customers transform how they identify, engage, and convert buyers. You’ll have the autonomy to make an impact, the support of a world-class leadership team, and the opportunity to grow your career while developing the next generation of Customer Success talent. If you’re passionate about building great teams, creating exceptional customer outcomes, and helping scale a world-class Customer Success organization, we’d love to hear from you. Base Salary Range: $113,400-150,100. 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](https://6sense.com/california-recruitment-privacy-notice/) 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 [jobs@6sense.com](mailto:jobs@6sense.com)[.](mailto:jobs@6sense.com) 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 [jobs@6sense.com](mailto:jobs@indeed.com) Show more [Apply now >](https://jobicy.com/jobs/152593-manager-customer-success-upmarket.md) > Annual salary information is not provided for this position. 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