Digital Customer Success Manager

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
• 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

Preferred Qualifications

• 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

Compensation & Benefits

The base salary range for this position is $100,000 – $118,000 annually. Actual compensation may vary based on a candidate's qualifications, skills, and experience. Base pay is one component of Sigma's total compensation package, which also includes variable pay (tied to goal achievement), stock options, and a comprehensive benefits package.

Benefits include equity, generous health benefits, flexible time off, paid bonding time for new parents, 401k, commuter and FSA benefits, lunch program, and dog-friendly office.