Digital Customer Success Manager

Digital Customer Success Manager This is an in-office role based out of our San Francisco or 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 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 b…