Head of Digital Customer Success

6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue.

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. 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.

Job Title: Head of Digital Customer Success

Location: Hybrid

We are seeking an experienced and innovative Head of Digital Customer Success to lead our customer success motion across digital, commercial, and velocity segments. This leader will design and scale digital-first strategies that drive adoption, retention, and expansion—while also managing the commercial and velocity CSM teams to deliver consistent, high-value customer experiences at scale.

• Digital Strategy & Scale:
• Build and execute the digital-first customer success strategy to drive adoption, health, and renewals across lower-touch segments.
• Leverage automation, AI, customer journey orchestration, and digital programs to deliver personalized, scalable customer engagement.
• Partner with Marketing, Product, and Operations to drive proactive engagement and value realization through content, playbooks, and digital channels.
• Team Leadership:
• Lead and develop the Commercial and Velocity Customer Success teams, ensuring they deliver value across hundreds of accounts with efficiency and impact.
• Coach managers and individual contributors, fostering a culture of accountability, customer-centricity, and continuous improvement.
• Build career paths and growth opportunities for talent across digital and commercial/velocity segments.
• Customer Outcomes & Business Impact:
• Own retention and growth metrics across digital, commercial, and velocity segments.
• Ensure customers realize measurable value through our solutions, reducing churn and driving expansion opportunities.
• Build automated playbooks to respond to customer analytics, such as product telemetry and usage changes.
• Partner with Sales, Support, and Professional Services to deliver a seamless, integrated customer journey.
• Operational Excellence:
• Define KPIs, reporting, and success metrics for digital and commercial success motions.
• Identify opportunities for process automation, tooling, and segmentation improvements to scale impact.
• Partner with CS Operations to measure and optimize team performance and customer outcomes.

Qualifications

• 10+ years of experience in Customer Success, Digital CS, or related customer-facing leadership roles.
• Proven experience leading and scaling digital-first success programs (automation, AI/ML, customer communities, in-app engagement, etc.).
• Experience using Gainsight, Salesforce, Gong, or similar CRM and Customer Success tools
• Strong track record of managing teams across commercial and velocity/mid-market segments.
• Excellent leadership, communication, and stakeholder management skills.
• Data-driven mindset with the ability to translate insights into strategy and execution.
• Strategic thinker who can balance innovation with operational excellence.
• Ability to leverage RevTech tools and data analytics to drive insights and outcomes

What We Offer

• Opportunity to shape and scale a digital-first customer success organization.
• Leadership role with high visibility and impact on customer outcomes and company growth.
• Collaborative, customer-obsessed culture with strong executive sponsorship for CS.
• Competitive compensation, benefits, and career development opportunities.

Base Salary Range: $159,587 to $234,061. 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

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.

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