Head of Digital Customer Success

About the Role 
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.

Key Responsibilities

• 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