Strategic Customer Success Manager, Sisense
$110-125k
Salary range applies to Colorado, New York and California and may vary in other regions
More information about location
AI-driven business analytics platform
Be an early applicant
AI-driven business analytics platform
501-1000 employees
Be an early applicant
$110-125k
Salary range applies to Colorado, New York and California and may vary in other regions
More information about location
501-1000 employees
Company mission
To accelerate product innovation through AI/ML capabilities. Our global analytics platform lets customers drive better, faster decisions for their business and end users.
Role
Who you are
- A customer-first mindset – you start with the customer and work backwards
- Total commitment to learn, improve and be part of our great success story
- Minimum of 5+ years of experience within a sales, customer success or account management role, working preferably within Strategic/Enterprise-level customers
- Experience managing $4m+ books of business
- Significant prior experience defining and implementing success and engagement strategies
- Strong leadership skills within the team, across the company, and in managing challenging customer issues
- Highly developed listening, project management, problem solving and negotiation skills
- Ability to prioritize accounts based on tiering and manage appropriately
- When faced with a tough decision that will help you and your team move forward, you are confident to step up and make the call without getting approval; you have gut instinct and a bias toward action
- Highly collaborative and able to work as part of cross-functional teams
- Strong communication and interpersonal skills and an ability to build professional relationships at all levels and across the organization – internally and externally
- Strong industry expertise
- Great emotional intelligence and demonstrated customer empathy
- Ability to build relationships at all levels in the customer organization, working closely and often with customer C-suite leadership
- Willing to get creative and be innovative to drive continued success
- Ability to make formal and informal presentations to staff and clients
What the job involves
- As a Customer Success Manager-Strategic Accounts, you are customer obsessed, focused on building strong, strategic executive relationships, product adoption, satisfaction and retention
- You coordinate all business functions around a set of aligned customer goals, playing a dual “concierge” role: internally, you will preemptively coordinate cross-functional teams around customer success goals; externally, you will work directly with the customer, helping assemble resources to deliver the appropriate experience to meet their goals
- As a member of the team, you are the primary relationship partner to Sisense's strategic level customers. You orchestrate onboarding in line with customer priorities, ensuring value realization of a customer’s investment, while driving overall account health, and customer satisfaction that leads to retention and growth
- You provide leadership for our largest and most complex accounts. You are not afraid to make decisions and act, especially when you face uncertainty
- You oversee and ensure prioritized alignment of coordinated outcomes across Technical Support, Partners, Professional Services, onboarding, consulting projects, and customer engagements
- Success in this role will be predicated off of: Account Engagement, Account Retention / Renewal, Account Health & Satisfaction, Product Adoption, and Value Delivery
- Own account health and overall book of business for Sisense strategic customers, building trust, aligning to customers’ success expectations and providing clients with consultancy to build long-lasting relationships that differentiate us from competitors
- Understand the customers’ business needs by defining a personalized, strategic success plan, implementing creative programs, and adapting objectives leveraging data to deeply understand customers' wants and needs
- Understand customers’ business requirements and use cases to upgrade services and tools to meet the most important customer needs
- Set standards for proactive engagement, network, and grow relationships across a business, and drive community growth within the account
- Identify and lead growth opportunities (expansion/upsells), partnering with Sales
- Ensure customers renew contracts, identifying any risk of churn, and working to mitigate through internal executive Risk and Churn Reviews
- Establish best practices in accordance with customers short, mid-and long-term objectives
- Proactively use measurements, metrics, and controls, to effectively manage the overall portfolio of customers
- Ensure engagement strategies across all customer roles: Champion, Decision Makers, Executives, Influencers and Daily Users
- Bring the voice of the customer back into the business, with teaching moments that ‘wow’ the customer
- Drive product adoption by keeping customers current on the latest news, product updates & knowledge, training, services, and product enhancements
- Understand market trends and keep up to date with the latest developments, trends and technology impacting our function and industry
- Maintain thorough and consistent customer records in systems such as Salesforce, BoostUp and Gainsight
Our take
Sisense is one of the fastest-growing business intelligence firms based on an AI-driven model. The company has established offices in cities including San Francisco, Tel Aviv, London, and Tokyo during its nearly 20-year history.
Business intelligence is a huge market globally, meaning that there is considerable competition in Sisense’s niche, including such platforms as Tableau, Looker, and Qlik. However, Sisense has been widely recognized in the industry, winning various awards that showcase how well-regarded the company is.
The company has undergone several funding rounds and cited intentions to continue adding to its offering in the future. Past updates have included the launch of Sisense Notebooks, a code-first functionality that empowers data analysts tools to conduct advanced analysis using SQL and Python, and most recently an integration with ChatGPT that enables customers to automate time-consuming data preparation tasks.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Jan 2020
$100m
SERIES F
Sep 2018
$80m
SERIES E
Total funding: $278m
Company benefits
- Flexible time off: Sisense has generous time off policies to allow our employees to rest, recharge, and maintain a healthy work-life balance. Whether it’s through our Flexible Time Off Policy or our standard PTO Policy, you’ll be given ample opportunity to take some time away from work. We value your well-being and empower you to take ownership of your well-deserved time off
- Paid holidays and quarterly wellness days: Along with the 15+ paid holidays each location receives, we also have ‘Coming up for Air Days’ at the end of every quarter so our employees can rest and recharge. We also currently offer Half-Day Summer Fridays in the months of July and August, where employees can end their days at 2 pm local
- Global parental leave: We believe everyone should have an equal opportunity to advance their careers and build a family. We provide a minimum of 12 weeks of parental leave paid at base salary for the birthing parent/primary caregiver and a minimum of 4 weeks of parental leave paid at base salary for the non-birthing parent/secondary caregiver. Whether you’re welcoming a new addition to your family through birth, adoption, or foster care, we want you to take the time you need to bond with your newest family member without worrying about your job security or financial well-being
- Performance > Pay: We have annual performance reviews where all employees who have been with Sisense for at least 6 months are eligible for promotions and merit. There are systems in place to regularly review our compensation policies and ensure they are equitable and at market rate
- Stock options: All full-time employees receive stock options as part of their compensation package
Company HQ
Garment District, New York, NY
Leadership
Ariel Katz
(CEO)Promoted from CPO to CEO in 2023, Ariel has 25+ years of experience in enterprise cloud products and also played a role at Microsoft where he established and built Power BI.
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