Senior Customer Success Manager I

About the role

The is entrusted with owning a portfolio of the company's most strategic customer relationships and acting as a trusted advisor to executive stakeholders. This role is responsible for driving strategic customer outcomes, retention, and expansion while navigating complex account-based environments with confidence. The hire will develop and execute success plans that align customer business objectives with measurable outcomes from the Demandbase platform. They will provide consultative guidance to C-level and VP stakeholders on account-based go-to-market strategies and revenue generation initiatives. A core part of this position involves leading executive business reviews and steering strategic planning sessions to ensure value realization. The individual will also serve as the voice of the customer, advocating internally for customer needs and influencing product and program enhancements. Additionally, this role will build customer success stories, references, and advocacy programs that highlight tangible business outcomes delivered through the platform.

Key facts

What you'll do

• Assume ownership of a designated portfolio of strategic customer accounts to ensure sustained engagement and value realization.
• Establish and nurture trusted advisor relationships with executive stakeholders, including VP, SVP, and C-level leaders across Marketing, Sales, Revenue Operations, and Customer Success.
• Spearhead customer adoption initiatives that drive platform utilization, business value realization, and long-term retention across assigned accounts.
• Architect and deploy strategic success plans that are tightly aligned with customer business objectives, key performance indicators, and measurable outcomes.
• Orchestrate and lead executive business reviews and strategic planning sessions that clearly demonstrate platform value and align Demandbase solutions with evolving customer priorities.
• Deliver consultative guidance on account-based go-to-market strategies, revenue generation models, organizational alignment, and operational excellence.
• Curate and develop customer success stories, detailed reference implementations, and structured advocacy programs that showcase quantifiable business outcomes.
• Partner with Sales and Account Executives to uncover, assess, and execute expansion opportunities through structured upsell and cross-sell motions.
• Synthesize customer feedback and market insights to influence product roadmaps and identify opportunities to expand use cases, thereby increasing platform value.
• Act as the central hub for customer insights, serving as the voice of the customer to advocate for needs across internal teams and stakeholders.
• Maintain a deep expertise in evolving industry trends, account-based go-to-market methodologies, revenue technologies, and competitive solution landscapes.
• Coordinate cross-functional resources and initiatives involving multiple stakeholders, business units, and internal teams to ensure seamless customer outcomes.
• Proactively identify customer health risks and develop mitigation plans that strengthen retention and foster long-term partnership.
• Evaluate and optimize internal processes and programs to enhance customer experience, scalability, and operational effectiveness for complex enterprise accounts.

Requirements

• Bring a minimum of 5 years of demonstrated experience in Customer Success, Strategic Account Management, Consulting, Revenue Operations, or other customer-facing roles within the SaaS sector.
• Show a proven track record of managing enterprise and strategic customer relationships while engaging effectively with executive-level stakeholders.
• Exhibit a history of driving retention, expansion, and measurable customer outcomes in technology or SaaS-based environments.
• Possess strong consultative and executive communication skills, with experience influencing and advising VP and C-level decision-makers.
• Demonstrate a comprehensive understanding of B2B go-to-market strategies, account-based marketing, demand generation, sales processes, and revenue operations.
• Have hands-on experience working with CRM systems, marketing automation platforms, sales engagement tools, intent data, analytics, and revenue technology stacks.
• Display robust analytical capabilities, business acumen, and problem-solving skills to address complex business challenges and translate data into actionable insights.

Nice to have

• Experience collaborating with Product teams to shape product direction based on customer feedback and usage insights.
• Background in developing and scaling customer advocacy, reference, and case study programs that drive pipeline growth.
• Familiarity with AI-driven marketing platforms and data strategies that enable hyper-personalized customer engagement at scale.
• Knowledge of industry-specific nuances in B2B marketing, including demand generation, revenue operations, and sales alignment best practices.

Practical notes

This role is full-time and remote within the United States. No specific hours, travel requirements, visa sponsorship details, or application deadlines are outlined in the available source information.