Customer Success Manager
- Compensation
- Not disclosed
- Location
- United States
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 1+ years
- Category
- Customer success
- Posted
Skills
Must have
- Minimum of 1-3 years of experience as a CSM, with a proven track record of supporting small/mid-scale, commercial-level clients.
- Proactive and solution-oriented, with a natural ability to serve as a trusted advisor to customers and anticipate their needs.
- Exceptional interpersonal, listening, written, and verbal communication skills.
- Proven ability to build and maintain strong, multi-level client relationships, including executive-level engagement.
- Experience working with quarterly or annual targets, and consistently achieving or exceeding performance goals.
- Proven ability to identify and capitalize on up-sell and cross-sell opportunities, driving additional value for customers.
- Strong experience in renewal planning and execution, ensuring long-term customer retention and growth.
- Strong project management skills with the ability to manage and deliver complex technical products and solutions.
- Ideally, experience in Business Intelligence (BI) solution implementations or similar technical solutions.
- Demonstrated ability to collaborate cross-functionally with teams (such as product, support, and engineering) to address complex technical issues and customer requests.
- Ability to navigate and manage complex client environments, building rapport and trust with key stakeholders.
- Superior critical thinking, decision-making, and problem-solving skills, with a focus on finding solutions to challenges.
- Customer-centric mindset with a commitment to customer satisfaction and delight, driving value and long-term success for clients.
- Ability to work in a fast-paced, dynamic environment while managing multiple priorities effectively.
- A results-driven approach, with a focus on continuous improvement and learning.
Full description
About Sisense
Sisense is a leading AI-powered Analytics Platform as a Service (AnPaaS) that empowers product teams and developers to embed conversational, predictive, and agentic intelligence directly into applications and workflows. Our API-first, developer-first platform turns complex data into faster, smarter, actionable decisions for over 2,000 global customers across industries. With our cutting-edge AI portfolio, including the Sisense Intelligence assistant, automated narratives, and advanced machine learning modeling, we are accelerating the future of embedded analytics at scale.
Why you should join our Customer Success Team:
We are looking for a dynamic, technically minded, and business-savvy Commercial Customer Success Manager (CSM) to own and elevate our portfolio of commercial-tier accounts across the US East Coast. This is not a traditional, reactive account management role.
As a Commercial CSM, you will partner with product teams, developers, and engineering leaders who are actively reimagining their software experiences. Acting as a trusted strategic advisor, you will lead your customers down the path of analytics maturity, helping them leverage Sisense's API-first ecosystem and composable architectures to drive deep user engagement, lower their total cost of ownership, and capture new monetization opportunities. Your success will be measured explicitly through Net Revenue Retention (NRR), product adoption velocity, and customer advocacy conversion.
About you:
- You thrive in a fast-paced, dynamic, and evolving environment, quickly adjusting to changes while maintaining a positive attitude and focus on solutions.
- You are a relationship builder, skilled at establishing and nurturing deep, trusted multi-threaded relationships with executives as well as champions and influencers with small/mid sized customers, positioning yourself as a key advisor to maximize their success and satisfaction.
- You are capable of identifying and addressing customer needs, understanding their business goals, and aligning them with the company's solutions to drive value.
- You are able to grasp new concepts rapidly and understand the technical aspects of our product to align customer needs with our solutions effectively.
- You are experienced in managing contract renewals, navigating complex renewal discussions, and finding mutually beneficial outcomes.
- You are able to manage communication both internally and externally, ensuring alignment and advocating for what’s best for the customer while balancing business priorities.
- You are passionate about driving customer success by delivering measurable results, improving adoption, and addressing challenges proactively.
- You are creative and think outside the box to find innovative solutions to challenges while managing your customers.