Manager, Customer Success

Sigma is SaaS, next-generation business intelligence and data exploration platform that is changing the analytics landscape. Sigma offers a spreadsheet-like interface that enables all decision makers to securely analyze up to billions of rows of live data with the unlimited scale and speed of the cloud. With Sigma, everyone can quickly answer their own questions to make and visualize accurate, data-driven decisions.

As a Customer Success Manager (CSM) you will report to the VP of Customer Success. You will manage the onboarding, adoption, expansion and retention strategies across the Sigma your customer portfolio. You will help design repeatable processes that achieve predictable outcomes with measurable value. You will obsessively analyze data and engage with customers to ensure their success. You will have the technical knowledge to help ensure customers achieve their desired goals. You will also engage internally with the solution engineering, product management, engineering, and sales teams.  

What You Will Be Doing

• Manage the customer lifecycle for Sigma accounts
• Provide customer onboarding and monitor for effectiveness
• Ensure successful customer adoption by building relationships and regular engagement
• Become a Sigma champion and product expert, customers will look to you for advice and expertise
• Identify new use cases to grow accounts and find areas where Sigma can provide the most value to ensure renewals
• Capture product feedback from customers and engage with the product team to improve our product roadmap
• Work with the Sigma support team to ensure that customer requests and escalations are resolved
• Identify and achieve targets on renewal rates, customer satisfaction, expansions and upsells
• Review customer usage analytics and identify customers at risk of churn
• Cultivate customer references for the marketing team

Qualifications We Need

• Minimum 5 years of business intelligence experience working in a customer-facing technical role (customer success or consulting)
• Customer relationship skills
• Experience with database concepts
• Data warehouse experience - cloud data warehouse preferred (Snowflake, Redshift, BigQuery)
• ETL experience
• Experience implementing production business intelligence solutions
• Familiarity with JavaScript and Web Development is a plus
• Bachelor’s degree in computer science or related field or equivalent technical experience
• Ability to work remotely full-time with up to 50% travel (eventually)

Qualifications We Want (also, skills you’ll learn!)

• Project management experience
• Experience at a SaaS company or with cloud architectures
• Experience with data analytics business use cases
• Startup experience

If you do not feel that you satisfy all the listed requirements, we encourage you to still apply.