Senior Customer Success Manager I

Introduction to Demandbase:

Demandbase is the only pipeline AI platform that empowers GTM teams to automate growth at scale. With a unified view of data, insights, actions, and outcomes, B2B enterprises can seamlessly align and execute their account-based GTM strategies with confidence. Thousands of businesses trust Demandbase to maximize revenue, minimize waste, and consolidate their data and tech stacks – all in one platform.

As a company, we’re as committed to growing careers as we are to building world-class technology. We invest heavily in people, our culture, and the community around us. We have also continuously been recognized as One of The Best Places To Work in the San Francisco Bay Area by Fortune, and One of The 60 Best Companies To Sell For by Selling Power. Our offices are located in San Francisco, New York, Austin, Seattle, India, and the United Kingdom.

About the Role

The Senior Customer Success Manager (CSM) is responsible for growing, supporting, and renewing customer adoption of Demandbase solutions. This is accomplished by partnering with the client to achieve their objectives, driving customer adoption, accelerating time to live and value, and providing B2B digital business expertise. The CSM must be comfortable consulting, and negotiating with Director, C, and VP-level executives and possess a solid foundation and understanding of their business objectives. The CSM will articulate value and demonstrate how Demandbase solutions will enable our customers to achieve these objectives. The CSM will inspire and guide customers toward adopting the Demandbase platform.

Critical to success is a passion for urgency and promptly resolving customer issues, ensuring customers quickly realize maximum value from Demandbase solutions. The CSM must build strong relationships with clients and become a trusted advisor. The CSM must possess a strong understanding of digital/online marketing and associated technologies, including Marketing Automation, Content Management Systems, Analytics, and CRM, as well as strong account management and renewal ownership expertise.

Responsibilities

• Act as the primary point of contact throughout the customer lifecycle

• Drive adoption of the Demandbase Platform, measured through platform usage

• Achieve customer goals by providing proactive ABM best practices, strategies, and use cases

• Propose creative solutions to client’s executive sponsors such that critical success issues are proactively addressed

• Identify growth opportunities within the client base and work with new business teammates to achieve growth goals

• Command credibility with senior marketing executives

• Possess a comprehensive understanding of Demandbase products and services

• Possess strong presentation, verbal, and written communication skills

• Build and maintain strong relationships with multiple contacts within the assigned customer base

• Project manage client initiatives – both internally and externally

• Onboard new customers and resolve customer issues

• Advocate for customers internally at Demandbase

• Maintain expertise on industry trends/practices and competitive landscape

• Develop customer stories, case studies, and client references

Qualifications

• 3-5 years of experience in strategic account management, customer success, or similar roles supporting SaaS customers

• Demonstrated success driving expansion through upsell and cross-sell motions, in partnership with sales teams

• Strong experience coordinating cross-functional teams and leading complex, multi-stakeholder initiatives

• Deep familiarity with Sales and Marketing technology ecosystems, including CRM, marketing automation, sales engagement, intent, predictive analytics, and revenue management tools

• Proven ability to lead technical or process-driven implementations, identify gaps in customer workflows, and deliver measurable business impact and ROI

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.

Our Commitment to Diversity, Equity, and Inclusion at Demandbase

At Demandbase, we believe in creating a workplace culture that values and celebrates diversity in all its forms. We recognize that everyone brings unique experiences, perspectives, and identities to the table, and we are committed to building a community where everyone feels valued, respected, and supported. Discrimination of any kind is not tolerated, and we strive to ensure that every individual has an equal opportunity to succeed and grow, regardless of their gender identity, sexual orientation, disability, race, ethnicity, background, marital status, genetic information, education level, veteran status, national origin, or any other protected status. We do not automatically disqualify applicants with criminal records and will consider each applicant on a case-by-case basis.

We recognize that not all candidates will have every skill or qualification listed in this job description. If you feel you have the level of experience to be successful in the role, we encourage you to apply!

We acknowledge that true diversity and inclusion requires ongoing effort, and we are committed to doing the work required to make our workplace a safe and equitable space for all. Join us in building a community where we can learn from each other, celebrate our differences, and work together.

Unsolicited Submissions

At Demandbase, we value thoughtful partnerships and direct connections with candidates. We’re not accepting unsolicited resumes or outreach from third-party recruiting agencies. Any unsolicited submissions will not be reviewed, and no fees will be paid.