Digital Customer Success Manager

Sigma Computing•San Francisco, CA

2d•Onsite

About The Position

Sigma Computing is hiring a Digital Customer Success Manager to scale customer success across its growing commercial business. The role manages a high-volume portfolio of mid-market customers using Sigma to move from static dashboards to live, AI-powered workflows. Success depends on prioritizing attention using data-driven signals and automation to accelerate adoption, identify expansion opportunities, and mitigate churn. The position uses scalable engagement models—including automation, self-service resources, and direct outreach—to deliver a consistent customer experience. The manager coordinates onboarding, training, and enablement; monitors customer health and usage indicators; and uses customer segmentation and cohort analysis to refine engagement strategies. The role also involves focused customer meetings, targeted communications, product adoption guidance, cross-functional coordination, and developing reusable customer success resources. This is an in-office role based in Sigma's New York or San Francisco office. All roles have a 25% travel expectation unless stated otherwise.

Requirements

At least 4 years of customer success experience in SaaS, including a track record 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, including comfort discussing customers' data workflows.
Strong project management skills and ability to manage multiple workstreams simultaneously without losing 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 Haves

Experience with analytics or BI platforms such as Tableau, Looker, or Power BI; experience with a product built on a cloud data warehouse is a bonus.
Familiarity with AI agents, AI apps, or AI-powered business workflows, ideally including helping customers adopt or gain 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 through automation, self-service resources, and direct outreach.
Coordinate self-service onboarding, training, and enablement programs to drive rapid time-to-value.
Monitor customer health dashboards and indicators such as 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 portfolio engagement strategies.
Develop and deliver 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 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.