Digital Customer Success Manager
- Compensation
- Not disclosed
- Location
- New York, New York, United States
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 4+ years
- Category
- Customer success
- Posted
Skills
Must have
- 4+ years of customer success experience in SaaS, with a track record managing high-volume customer portfolios
- Demonstrated ability to analyze customer usage data and translate insights into action
- Proficiency with customer success platforms (e.g., Gainsight, Vitally, Totango) and the analytics workflows that support them
- Experience building or refining repeatable playbooks and scalable CS processes
- Familiarity with data analytics and business intelligence concepts; you don't need to be a data engineer, but you should be comfortable talking to customers about their data workflows
- Strong project management skills with the ability to run multiple workstreams simultaneously without dropping context
- Excellent written and verbal communication, particularly in asynchronous and digital-first settings
- Bachelor's degree in Business, Computer Science, or a related field
Nice to have
- Experience with analytics or BI platforms (Tableau, Looker, Power BI, or similar); bonus if you've used or sold a product that sits on top of a cloud data warehouse
- Familiarity with AI agents, AI apps, or AI-powered workflows in a business context; ideally you've helped customers adopt or get value from these tools
- Basic SQL knowledge and comfort with data concepts
- Experience building customer health scores and success metrics frameworks
Full description
Digital Customer Success Manager
This is an in-office role based out of our New York office.
About the Role
Sigma Computing is hiring a Digital Customer Success Manager to help scale success across our growing commercial book of business. Sigma is the AI runtime for business — a platform where teams build and run analytics, AI apps, and agents directly on governed warehouse data (Snowflake, Databricks, BigQuery, and more), using chat, a spreadsheet interface, SQL, or Python. In this role, you'll own a high-volume portfolio of mid-market customers who are leveraging Sigma to move from static dashboards to live, AI-powered workflows.
Success in this role is about smart prioritization. With a large book of accounts, you'll use data-driven signals and automation to focus your attention where it drives the most impact: accelerating adoption, surfacing expansion opportunities, and mitigating churn before it happens.
Key Responsibilities
- Manage a high-volume portfolio of mid-market accounts through scalable engagement models (automation, self-service resources, and direct outreach), delivering a consistent, high-quality customer experience at scale
- Drive rapid time-to-value through efficient coordination of self-serve onboarding, training, and enablement programs
- Monitor customer health dashboards and use leading and lagging indicators (product adoption, feature utilization, active user growth, support ticket patterns, and time-to-value) to identify churn risk and expansion readiness
- Apply cohort analysis and customer segmentation to identify trends and optimize engagement strategies across your portfolio
- Develop and deliver targeted customer communications that enable self-service success and reduce reliance on direct touchpoints
- Conduct focused customer meetings tied to specific outcomes: risk mitigation, expansion, or renewal
- Use deep product knowledge to drive adoption of Sigma's features, including AI capabilities, and identify relevant use cases and upsell opportunities for each customer's context
- Collaborate with Sales, Support, and Product to ensure clean handoffs and fast issue resolution
- Contribute to the development and ongoing maintenance of scalable playbooks, templates, and resources that the broader CS team can leverage
Required Qualifications
- 4+ years of customer success experience in SaaS, with a track record managing high-volume customer portfolios
- Demonstrated ability to analyze customer usage data and translate insights into action
- Proficiency with customer success platforms (e.g., Gainsight, Vitally, Totango) and the analytics workflows that support them