6sense Bets Big on Customer Success: Why Romano’s CCO Move Changes the Game for B2B Teams

73% of B2B buyers now demand measurable ROI within 90 days of buying software.

In this high-stakes environment, 6sense just made a bold move—appointing Jeff Romano as Chief Customer Officer.

For customer success leaders, this isn’t just another executive shuffle.

It’s a blueprint for turning customer relationships into a revenue accelerator.

Here’s what it means for you:

🔥 Customer Success Just Grabbed a Seat at the Revenue Table

Romano’s promotion isn’t just a title change—it’s a tectonic shift.

6sense is welding customer outcomes directly to revenue growth by placing the CCO role under Chief Revenue Officer Latané Conant.

Forget “support function.”

This is Customer Success as a profit engine.

Why it matters:

• Companies that align customer success with revenue ops grow 14% faster.

• 6sense customers already see 2X bigger deals and 4X higher win rates. Romano’s job? Make those results repeatable across industries.

🛠️ Romano’s Secret Sauce: 3 Career Wins He’s Bringing to 6sense

With stints at Oracle, Exabeam, and 8x8, Romano’s playbook is battle-tested:

1. “Speed Wins” Onboarding
   Slashed implementation time by 40% at Exabeam using AI-powered playbooks.

2. Pay-for-Outcomes Pricing
   At 8x8, he tied fees to customer KPIs—turning success teams into profit centers.

3. Customer-Led Product Hacks
   Drove 30% higher adoption at Saviynt by baking user feedback into product updates.

Romano’s vision focuses on platforms that “actively shape customer maturity” through AI, moving beyond prediction.

Translation:

6sense won’t just sell tech—it’ll build your revenue machine.

🤖 AI Isn’t Coming—It’s Here. Here’s How 6sense Will Use It

Romano’s mandate includes doubling down on AI.

Smart move:

• 60% of customer success interactions will be AI-driven by 2026 (Gartner, 2024).

• Early risk detection (identify at-risk accounts nearly 2 months earlier).

• Dynamic playbooks that adapt to real-time market shifts.

But the real magic? Verticalized AI.

Romano’s cybersecurity background hints at industry-specific success blueprints—a model proven to boost customer lifetime value by 34%.

For teams implementing AI workflows, my guide to AI Slack integrations for customer success teams reveals how top CSMs automate alerts.

📈 5 Takeaways for CS Leaders (Steal These Now)

1. Forge a Revenue Alliance
   Romano reports to the CRO. Your CS team should be in every pipeline meeting.

2. Productize Your Playbooks
   Turn best practices into paid tools, like 8x8’s $2.4M revenue boost from premium guides.

3. Bake ROI into UX
   Follow Exabeam’s lead: Show real-time value dashboards inside your platform.

4. Certify Your Team in AI
   72% of CS roles now require AI literacy (TalentLMS, 2024)

5. Build Tribes, Not Tickets
   Copy Saviynt’s “CISO Circle”—peer groups that cut churn by 22%.

Need help identifying silent at-risk accounts? My Save Silent Customers playbook offers proven detection frameworks.

🚀 What’s Next? Watch These 3 Moves

As Romano settles in, track:

1. Predictive Analytics + Success Workflows
   Will 6sense merge deal signals with health scores?

2. ROI Transparency
   Benchmarking tools to show customers exactly how they stack up.

3. Premium Success Services
   Think: $10K/month advisory packages.

Premium Success Services: Think $10K/month advisory packages. For teams building premium offers, my analysis of Strategic QBR Frameworks at Snowflake shows how enterprise teams justify premium fees.

The Bottom Line:

6sense isn’t just hiring a CCO—it’s declaring that customer success is the ultimate competitive moat.

For TheCSCafe.com readers, Romano’s playbook offers more than insights.

It’s a challenge: Will you be a cost center or a growth architect?

“We’re done guessing at customer needs,” Romano says.

The question is—are you?

This appointment follows a trend of C-suite customer focus – similar to Coursedog’s Chief Customer Officer Impact Report. Romano’s move signals CS’s evolution from cost center to revenue architect.

🔥 Want More Tactics Like Romano’s? Get Them Delivered Weekly

6sense’s move proves customer success is now the ultimate revenue weapon. Don’t miss what happens next.

👉 Subscribe Free to TheCSCafe.com and Get:

✅ Actionable Playbooks: Learn from 6sense-style strategies for turning CS into profit centers
✅ AI-Powered Trends: Learn how top teams automate success planning (before competitors do)
✅ Community Benchmarks: See how your metrics stack against 1,200+ CS leaders

“The future belongs to those who shape customer maturity.” – Jeff Romano

PS: New subscribers this week get our “Romano-Inspired Success Checklist” – 5 steps to align CS with revenue goals.