Scale Customer Success Manager

About the RoleSigma Computing is looking to bring a Scale Customer Success Manager to help manage its growing commercial book of business. As a Scale Customer Success Manager at Sigma Computing, you'll be responsible for driving adoption and success across a large portfolio of mid-market customers that are using Sigma's cloud analytics platform. Using data-driven insights and predictive analytics, you'll identify patterns and trends to scale your impact effectively with attention focused on accounts with expansion opportunities or conversely, churn or contraction risks.*This is an in-office role based out of the San Francisco and New York offices.Key ResponsibilitiesManage a high-velocity portfolio of mid-market accounts, delivering exceptional customer experiences throughout the customer journey through scalable engagement models (automation, self-service, and direct guidance)Drive rapid time-to-value through efficient coordination and execution of self serve onboarding, training, and enablement programsMaintain and monitor customer health dashboards and leverage data to track leading and lagging indicators of churn risk and expansion readinessUse cohort analysis and customer segmentation to identify trends and optimize engagement strategiesMonitor and analyze key success metrics including:Product adoption rates and feature utilizationUser engagement patterns and active user growthTime-to-value measurementsCustomer support ticket patternsCreate, and deliver, and coordinate targeted customer communications and resources that enable self-service successCollaborate with Sales, Support, and Product teams to ensure smooth handoffs and efficient issue resolutionContribute to the development, maintenance, and updates ofto scalable customer success playbooks and resourcesConduct periodic 1:many customer office hour sessions Required Qualifications3+ years of customer success experience in SaaS, preferably managing high-volume customer portfoliosExperience with data analysis and ability to derive insights from customer usage dataProficiency in using customer success platforms and analytics tools to track and measure customer healthExperience with scaling customer success processes and creating repeatable playbooksUnderstanding of data analytics and business intelligence conceptsStrong project management skills with ability to handle multiple customers simultaneouslyExcellence in written and verbal communicationBachelor's degree in Business, Computer Science, or related fieldPreferred QualificationsExperience with analytics platforms like Tableau, Looker, or Power BIPrior experience managing large-volume customer portfoliosBasic SQL knowledge and understanding of data conceptsExperience with customer success platforms (Gainsight, Vitally, etc.)Experience building customer health scores and success metricsAdditional Job detailsThe base salary range for this position is $100,000 - $118,000 pensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Sigma Computing. This role is eligible for a variable pay (based on goal achievement), stock options, as well as a comprehensive benefits package.If you do not feel that you satisfy all the listed requirements, we encourage you to still apply. About us:Sigma is the only cloud analytics and business intelligence tool empowering business teams to break free from the confines of the dashboard, explore data for themselves, and make better, faster decisions. The award-winning software was built to capitalize on the performance power of cloud data warehouses to combine data sources and analyze billions of rows of data instantly via an intuitive, spreadsheet-like interface - no coding required.Since launching with its unique interface, Sigma Computing has added features such as collaboration tools and embedded analytics capabilities. The most recent product launch included a set of AI tools such as forecasting capabilities, an AI copilot and a notebook interface for users who prefer a code-first environment.Sigma announced its $200M in Series D financing in May 2024, to continue transforming BI through its innovations in AI infrastructure, data application development, enterprise-wide collaboration, and business user adoption. Spark Capital and Avenir Growth Capital co-led the Series D funding round, with additional participation from a group of past investors including Snowflake Ventures and Sutter Hill Ventures.The Series D funding, raised at a valuation 60% higher than the company's Series C round three years ago, promises to further accelerate Sigma's growth. Come join us!Benefits For Our Full-Time Employees:EquityGenerous health benefitsFlexible time off policy. Take the time off you need!Paid bonding time for all new parentsTraditional and Roth 401kCommuter and FSA benefitsLunch ProgramDog friendly officeSigma Computing is an equal opportunity employer. We are committed to building a smart and strong team regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We look forward to learning how your experience can enable all of us to grow.Note: We have an in-office work environment in both our SF & NYC office.

Created: 2025-02-17