Strategic Customer Success Manager

Summary

Join Sisense as a Customer Success Manager-Strategic Accounts and become the primary relationship partner for our strategic customers. You will build strong executive relationships, drive product adoption, and ensure customer satisfaction and retention. This role involves coordinating cross-functional teams internally and working directly with clients externally to achieve their goals. You will own account health, manage a book of business, and identify growth opportunities. The position is remote within the US and requires strong leadership, communication, and problem-solving skills. Success is measured by account engagement, retention, health, product adoption, and value delivery.

Requirements

• A customer-first mindset – you start with the customer and work backwards
• Total commitment to learn, improve and be part of our great success story
• Minimum of 5+ years of experience within a sales, customer success or account management role, working preferably within Strategic/Enterprise-level customers
• Experience managing $4m+ books of business
• Significant prior experience defining and implementing success and engagement strategies
• Strong leadership skills within the team, across the company, and in managing challenging customer issues
• Highly developed listening, project management, problem solving and negotiation skills
• Ability to prioritize accounts based on tiering and manage appropriately
• When faced with a tough decision that will help you and your team move forward, you are confident to step up and make the call without getting approval; you have gut instinct and a bias toward action
• Highly collaborative and able to work as part of cross-functional teams
• Strong communication and interpersonal skills and an ability to build professional relationships at all levels and across the organization – internally and externally
• Strong industry expertise
• Great emotional intelligence and demonstrated customer empathy
• Ability to build relationships at all levels in the customer organization, working closely and often with customer C-suite leadership
• Willing to get creative and be innovative to drive continued success
• Ability to make formal and informal presentations to staff and clients

Responsibilities

• Own account health and overall book of business for Sisense strategic customers, building trust, aligning to customers’ success expectations and providing clients with consultancy to build long-lasting relationships that differentiate us from competitors
• Understand the customers’ business needs by defining a personalized, strategic success plan, implementing creative programs, and adapting objectives leveraging data to deeply understand customers' wants and needs
• Understand customers’ business requirements and use cases to upgrade services and tools to meet the most important customer needs
• Set standards for proactive engagement, network, and grow relationships across a business, and drive community growth within the account
• Identify and lead growth opportunities (expansion/upsells), partnering with Sales
• Ensure customers renew contracts, identifying any risk of churn, and working to mitigate through internal executive Risk and Churn Reviews
• Establish best practices in accordance with customers short, mid-and long-term objectives
• Proactively use measurements, metrics, and controls, to effectively manage the overall portfolio of customers
• Ensure engagement strategies across all customer roles: Champion, Decision Makers, Executives, Influencers and Daily Users
• Bring the voice of the customer back into the business, with teaching moments that ‘wow’ the customer
• Drive product adoption by keeping customers current on the latest news, product updates & knowledge, training, services, and product enhancements
• Understand market trends and keep up to date with the latest developments, trends and technology impacting our function and industry
• Maintain thorough and consistent customer records in systems such as Salesforce, BoostUp and Gainsight

Benefits

• A bonus, equity, commissions, and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position offered
• This position may be considered a promotional opportunity
• Remote work