Scale Customer Success Manager, Sigma Computing

• 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

Desirable

• 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
• 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