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About the Role

Sigma 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 Responsibilities

• Manage 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 programs
• Maintain and monitor customer health dashboards and leverage data to track leading and lagging indicators of churn risk and expansion readiness
• Use cohort analysis and customer segmentation to identify trends and optimize engagement strategies
• Monitor and analyze key success metrics including:
• Product adoption rates and feature utilization
• User engagement patterns and active user growth
• Time-to-value measurements
• Customer support ticket patterns
• Create, and deliver, and coordinate targeted customer communications and resources that enable self-service success
• Collaborate with Sales, Support, and Product teams to ensure smooth handoffs and efficient issue resolution
• Contribute to the development, maintenance, and updates ofto scalable customer success playbooks and resources
• Conduct periodic 1:many customer office hour sessions 

Required Qualifications

• 3+ years of customer success experience in SaaS, preferably managing high-volume customer portfolios
• Experience with data analysis and ability to derive insights from customer usage data
• Proficiency in using customer success platforms and analytics tools to track and measure customer health
• Experience with scaling customer success processes and creating repeatable playbooks
• Understanding of data analytics and business intelligence concepts
• Strong project management skills with ability to handle multiple customers simultaneously
• Excellence in written and verbal communication
• Bachelor's degree in Business, Computer Science, or related field

Preferred Qualifications

• Experience with analytics platforms like Tableau, Looker, or Power BI
• Prior experience managing large-volume customer portfolios

Basic SQL knowledge and understanding of data concepts

• Experience with customer success platforms (Gainsight, Vitally, etc.)
• Experience building customer health scores and success metrics

Additional Job details

The base salary range for this position is $100,000 - $118,000 annually.

Compensation 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.