Digital Customer Success Manager

Sigma Computing•San Francisco, CA

17h•$100,000 - $118,000•Onsite

About The Position

Sigma Computing is hiring a Digital Customer Success Manager to scale success across its growing commercial book of business. The role owns a high-volume portfolio of mid-market customers using Sigma to move from static dashboards to live, AI-powered workflows. The manager uses data-driven signals and automation to prioritize engagement, accelerate adoption, identify expansion opportunities, and mitigate churn. This is an in-office role based in the New York or San Francisco office, with a 25% travel expectation.

Requirements

At least 4 years of SaaS customer success experience, with a track record of managing high-volume customer portfolios.
Ability to analyze customer usage data and translate insights into action.
Proficiency with customer success platforms such as Gainsight, Vitally, or Totango, and the analytics workflows that support them.
Experience building or refining repeatable playbooks and scalable Customer Success processes.
Familiarity with data analytics and business intelligence concepts, and comfort discussing customers' data workflows.
Strong project management skills and ability to manage multiple workstreams simultaneously.
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 Haves

Experience with analytics or BI platforms such as Tableau, Looker, or Power BI; experience using or selling a product built on a cloud data warehouse is a bonus.
Familiarity with AI agents, AI apps, or AI-powered business workflows; ideally, experience helping customers adopt or derive value from these tools.
Basic SQL knowledge and comfort with data concepts.
Experience building customer health scores and success metrics frameworks.

Responsibilities

Manage a high-volume portfolio of mid-market accounts using automation, self-service resources, and direct outreach to deliver a consistent customer experience at scale.
Coordinate self-service onboarding, training, and enablement programs to accelerate time-to-value.
Monitor customer health dashboards and 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.
Develop targeted customer communications that enable self-service success and reduce reliance on direct touchpoints.
Conduct focused customer meetings for risk mitigation, expansion, or renewal outcomes.
Use deep product knowledge to drive adoption of Sigma features, including AI capabilities, and identify relevant use cases and upsell opportunities.
Collaborate with Sales, Support, and Product to ensure clean handoffs and fast issue resolution.
Contribute to the development and maintenance of scalable playbooks, templates, and resources for the broader Customer Success team.