Commercial Customer Success Manager

Full-time - Mid Level

San Francisco, CA

Publishing Industries

About the position

We're looking for a Customer Success Manager with a deep understanding of analytics and business intelligence to join our team. This role is critical for ensuring our customers maximize the value they derive from our platform, with a direct focus on improving Net Dollar Retention (NDR) through strategic account management and growth initiatives.

Responsibilities

• Build and maintain strong relationships with decision-makers and influencers within our customer base, focusing on high-value accounts.
• Leverage deep understanding of analytics and business intelligence to guide customers in optimizing their use of Sigma Computing's platform.
• Develop and implement strategies aimed at maximizing NDR, including identifying opportunities for upselling and cross-selling, and reducing churn through proactive engagement and solution-oriented support.
• Serve as the bridge between customers and the product team, advocating for features, enhancements, and integrations that drive customer satisfaction and retention.
• Collaborate with customers to develop and execute success plans that align Sigma Computing's capabilities with the customer's business goals and objectives.
• Design and deliver training sessions, webinars, and workshops to increase product knowledge, adoption, and engagement among the user base.

Requirements

• Bachelor's or Master's degree in Business, Analytics, Computer Science, or a related field.
• 4+ years of experience in a customer success, account management, or consultative role within the SaaS, analytics, or business intelligence industry.
• Strong analytical skills with a proven ability to solve complex problems using data.
• Excellent communication and interpersonal skills, with a knack for building trust and driving engagement.
• Demonstrated ability to manage and grow customer accounts, specifically focusing on net dollar retention.
• Experience with SQL, data visualization tools, and cloud-based analytics platforms highly preferred (Snowflake, Databricks, Redshift, BigQuery).
• ETL experience.
• Experience implementing production business intelligence solutions.
• Startup experience.

Benefits

• Equity
• Generous health benefits
• 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 office