Scale Customer Success Manager

Company: Tbwa Chiat/Day Inc
Location: San Francisco
Posted on: February 4, 2025

Job Description:

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.
  • Create, 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 of 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.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. 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.Benefits For Our Full-Time Employees:
        • Equity
        • Flexible time off policy. Take the time off you need!
        • Paid bonding time for all new parents
        • Traditional and Roth 401k
        • Commuter and FSA benefits
        • Lunch Program
        • Dog 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.Apply for this job* indicates a required field
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Keywords: Tbwa Chiat/Day Inc, Santa Rosa , Scale Customer Success Manager, Executive , San Francisco, California