Senior Customer Success Manager II

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 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. RESPONSIBILITIES STRATEGIC 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 comp