Senior Customer Success Manager
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Job Description
Senior Customer Success Manager driving adoption, retention, expansion, and executive engagement for Demandbase’s pipeline AI platform. Guiding enterprise customers through strategic account-based go-to-market transformation and measurable business outcomes.
Responsibilities:
- Own a portfolio of Demandbase’s most strategic customer relationships
- Develop trusted advisor relationships with VP, SVP, and C-level stakeholders across Marketing, Sales, Revenue Operations, and Customer Success
- Drive customer adoption, business value realization, retention, and growth across assigned accounts
- Create and execute strategic success plans aligned with customer objectives and measurable outcomes
- Lead executive business reviews and strategic planning sessions
- Provide consultative guidance on account-based go-to-market strategies, revenue generation, organizational alignment, and operational excellence
- Develop customer success stories, references, and advocacy programs
- Drive measurable outcomes through platform adoption and utilization
- Identify risks and develop mitigation plans to improve customer health and retention
- Partner with Account Executives on upsell and cross-sell expansion opportunities
- Influence customer roadmaps and expand use cases
- Serve as the voice of the customer across Demandbase
- Maintain expertise in industry trends, account-based go-to-market strategies, revenue technologies, and competitive solutions
- Lead complex customer initiatives involving multiple stakeholders, business units, and internal teams
- Coordinate Customer Success, Product, Support, Professional Services, Sales, and Marketing resources
- Navigate obstacles and competing priorities while maintaining accountability for results
- Influence internal processes and programs that improve customer experience, scalability, and operational effectiveness
Requirements:
- 5+ 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 in 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 with CRM, marketing automation, sales engagement, intent, analytics, and revenue technology platforms
- Strong analytical skills and ability to leverage data for decisions, recommendations, and customer outcomes
- 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
- Must be authorized to work lawfully in the United States
- Must indicate whether future U.S. work sponsorship will be required
Benefits:
- Options for up to 100% paid Medical and Vision premiums for employees
- Flexible PTO policy
- Paid holidays
- Mental health and wellness resources
- 401(k) with pre-tax, after-tax, and Roth options
- Short-term and long-term disability
- Life insurance
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