Manager, Customer Success Strategy & Operations - Sigma Computing

As the Manager of Customer Success Strategy & Operations reporting to the VP of Customer Success, you will be responsible for leading the strategy and operations of the Customer Success organization. You will drive the retention/expansion/growth of our customers by developing and implementing strategic Customer Success initiatives, optimizing operational processes, and ensuring the execution of Customer Success programs. This is a high-impact, cross-functional role, requiring a strategic thinker with a strong operational background and a deep understanding of enterprise software and the Customer Success function. In this role, you will be required to ideate new Customer Success strategies and lead execution plans to go-live. Projects will vary from highly strategic in nature to operational, including, Customer Journey optimization, Digital Customer Success planning and execution, territory management, customer segmentation, and business reviews. As a leader in the Customer Success organization, you will partner directly with Customer Success and GTM leadership teams as a trusted advisor.

What you will be doing:

• Developing and executing vision and strategies that drive customer retention and growth. 
• Proactively identifying opportunities for Customer Success process improvement. Working closely with Customer Success leadership to inspect the customer journey, understand process bottlenecks and inconsistencies, and prioritize opportunities for improvement.
• Maintaining and improving tooling, analytics and reporting frameworks to track key Customer Success metrics and trends. Developing and refining team-specific dashboards for enhanced visibility into customer health, territory performance, renewal and upsell tracking, productivity and overall efficiency. Enabling Customer Success leaders and managers to act on data by providing actionable insights into their customer portfolios.
• Anticipating change and scale of the post-sales motion in relation to growth of our business. Effectively driving changes and required communication across the organization. 
• Leading territory planning and customer segmentation alongside Customer Success leadership, and own all territory management execution.
• Maintaining regular check-ins with Customer Success leaders and CSMs to understand challenges and opportunities for productivity improvements, then lead performance improvement initiatives from start to finish.
• Effectively communicating with senior leadership, providing regular updates on Customer Success operations metrics, strategic insights, and improvement recommendations. Driving analyses, framing business problems, and communicating insights with a bias towards action.
• Coordinating with Customer Success and GTM organizations on systems and process improvements for the Customer Success organization.

Who you are:

• Minimum of 5-7 years of professional experience, ideally in consulting or sales strategy/customer success strategy/business operations roles.
• Deep knowledge of Customer Success processes and metrics.
• Experience in high growth B2B SaaS startup environment.
• Experience with production business intelligence solutions.
• Strong desire to use data to solve large and complex problems in a fast-paced environment.
• Crisp written and verbal communication skills (from decks to presentations).
• Highly collaborative style with strong influence skills, attention to detail, and incredibly strong sense of urgency.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Bachelor’s degree in business or computer science.
• MBA preferred.

Additional Job details

The base salary range for this position is 120k - 140k annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Sigma Computing. 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.