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 a senior 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 highly consultative leader who can influence at all levels of an organization, from practitioners to C-suite 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.
As a Senior Customer Success Manager, you will play a critical role in shaping customer strategy, mentoring peers, advocating for customers internally, and elevating the overall Customer Success organization through best practices and thought leadership.
ResponsibilitiesStrategic Customer Leadership- Own a portfolio of Demandbase's largest and 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.
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.
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.
- Drive continuous improvement initiatives that leave teams, processes, and customer programs stronger than before.
Thought Leadership & Organizational Impact- Maintain expertise in industry trends, account-based go-to-market strategies, revenue technologies, and competitive solutions.
- Contribute to Customer Success best practices, playbooks, and operational improvements.
- Mentor and support Customer Success team members through coaching, knowledge sharing, and feedback.
- Develop customer success stories, references, and advocacy programs that showcase business outcomes.
- Represent Demandbase as a strategic partner and thought leader in customer-facing engagements.
Qualifications- 8+ 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.
- Proven ability to lead complex, cross-functional initiatives and navigate ambiguity in fast-paced environments.
- 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.
Preferred Qualifications- Experience working with enterprise marketing, sales, or revenue technology platforms.
- Background in ABM, Revenue Operations, Digital Marketing, Sales Operations, or GTM Strategy.
- Experience managing global or Fortune 1000 customer relationships.
- Demonstrated success serving as a trusted advisor to executive leadership teams.
