About the Role

The Senior Customer Success Manager is responsible for driving strategic customer outcomes, retention, expansion, and executive engagement across Demandbase's most complex and high-value customer relationships. As an experienced individual contributor, you will serve as a trusted advisor to executive stakeholders, helping customers transform their go-to-market strategies and realize measurable business value through the Demandbase platform.

This role requires a consultative leader who can influence at all levels of an organization, from practitioners to executives. You will partner closely with Sales, Professional Services, Product, Support, and Marketing teams to accelerate customer adoption, drive expansion opportunities, mitigate risk, and ensure long-term customer success.

The ideal candidate combines deep expertise in B2B marketing, sales, and revenue technologies with strong business acumen, executive presence, and a proven track record of leading complex customer engagements. You are comfortable navigating ambiguity, influencing cross-functional teams, and solving difficult business challenges through data-driven decision making.

What you'll be doing:

Strategic Customer Leadership

• Own a portfolio of Demandbase's 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.
• Develop customer success stories, references, and advocacy programs that showcase business outcomes.

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.
• Maintain expertise in industry trends, account-based go-to-market strategies, revenue technologies, and competitive solutions

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.

What we're looking for:

• 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 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.
• 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.

Benefits

Our benefits include options for up to 100% paid Medical and Vision premiums for employees, a flexible PTO policy, paid holidays, and access to mental health and wellness resources. We also provide a 401(k) with pre-tax, after tax, and roth options, as well as short-term/long-term disability, life insurance, and other great benefits.