[All remote jobs](https://jobicy.com/jobs.md)[![6sense logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/b5ec98b2-221.png)](https://jobicy.com/company/6sense.md)[6sense](https://jobicy.com/company/6sense.md) # Manager, Customer Success – UpMarket AI Summary This role manages a team of 7-8 Customer Success Managers serving upmarket SaaS customers. The manager owns retention, adoption, value realization, renewal discipline, risk management, and portfolio forecasting across a large customer portfolio. Success depends on coaching leaders and CSMs, improving operating rigor, and coordinating closely with Sales, Product, Support, Professional Services, Marketing, and Revenue Operations. The position requires substantial experience in SaaS customer success leadership, executive stakeholder engagement, and data-driven performance management. It is a remote US full-time role with up to 25% travel for customer and team events.[Apply for this job](#job-application)[View company](https://jobicy.com/company/6sense.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished12 Nov 2026Apply before12 Dec 2026Listing views36Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. Our Mission: [6sense](https://jobicy.com/company/6sense.md)‘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: 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/161573-manager-customer-success-upmarket-2.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role combines people leadership with accountability for a high-value upmarket portfolio, retention metrics, forecasting, and cross-functional execution. It requires seasoned judgment in managing customer risk, developing talent, and translating performance data into action in a high-growth SaaS environment. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$155,000US market range (per year)$130k–$185k0$203.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer base-salary amount is disclosed. Estimated US market base salary for a Customer Success Manager leading an upmarket SaaS team is approximately $130,000-$185,000 per year, with an estimated midpoint of $155,000 per year. This estimate excludes bonus, commission, equity, and benefits. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Leadership](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Leadership.md)[People Management](https://jobicy.com/jobs?search_keywords=People%20Management.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.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 Strategy](https://jobicy.com/jobs?search_keywords=Renewal%20Strategy.md)[Customer Health](https://jobicy.com/jobs?search_keywords=Customer%20Health.md)[Forecasting](https://jobicy.com/jobs?search_keywords=Forecasting.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)[Risk Management](https://jobicy.com/jobs?search_keywords=Risk%20Management.md)[Customer Adoption](https://jobicy.com/jobs?search_keywords=Customer%20Adoption.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Gainsight](https://jobicy.com/jobs?search_keywords=Gainsight.md) Sample interview questionsHow have you improved retention performance across a customer success portfolio?I start by segmenting the portfolio by health, renewal timing, strategic value, and risk indicators. I establish clear inspection cadences, coach teams on documented success plans and executive alignment, and track leading indicators such as adoption, engagement, and unresolved value gaps. This creates earlier intervention and more predictable retention outcomes. How would you coach a Customer Success Manager handling an at-risk upmarket account? I would first clarify the business problem, stakeholder map, adoption data, renewal timeline, and root cause of risk. Together, we would create a focused recovery plan with measurable outcomes, executive sponsorship, ownership across internal partners, and scheduled checkpoints. My coaching would emphasize customer value realization rather than simply asking for a renewal. What metrics would you use to manage a team of Customer Success Managers? I would combine lagging and leading measures, including GRR, renewal forecast accuracy, churn and contraction drivers, product adoption, customer health, executive engagement, success-plan coverage, and risk-resolution velocity. I would also monitor capacity, portfolio balance, and coaching progress to ensure performance is sustainable. Describe your approach to building operational rigor in a growing Customer Success organization. I establish a small number of repeatable operating mechanisms, such as health reviews, renewal inspections, forecast calls, account reviews, and structured one-on-ones. Each process needs clear definitions, ownership, and decision outputs. I use data to identify friction, then refine the process without adding unnecessary administrative burden. How do you partner with Sales while keeping Customer Success focused on customer outcomes? I align with Sales on a shared view of account health, customer objectives, renewal risk, and expansion readiness. Customer Success should lead with realized value and adoption, while Sales contributes commercial strategy and account coordination. Clear role boundaries, joint account planning, and regular communication prevent conflicting customer messages. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![Energy Exemplar logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/11/6aceab7de5ff-221.webp) Energy Exemplar Nov 12 New ### [Customer Success Manager – EMEA](https://jobicy.com/jobs/161638-customer-success-manager-emea-5.md) About Energy Exemplar In an era where the world is rapidly advancing towards a cleaner future through decarbonization, Energy Exemplar’s mission lies in ‘Empowering Transformative Energy Decisions’. 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