Customer Success Manager - (SMB) San Francisco at Sisense

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DRIVE RESULTS AND TRANSFORMATIONAL OUTCOMES FOR OUR CUSTOMERS

At Sisense we care deeply about making our customers successful.Our mission is: Partner to delight our customers by maximizing their success, driving business value and helping them achieve sustainable ROI.  This is an opportunity to work with one of the fastest growing Business Intelligence companies in the world, recently valued at $1B+. We’re a company of builders who’ve created a product for builders. You have the opportunity to own, build and iterate on the commissions process at Sisense.


This is an opportunity to work with one of the fastest growing Business Intelligence companies in the world, recently valued at $1B+. We’re a company of builders who’ve created a product for builders. 

WHY YOU SHOULD JOIN OUR CUSTOMER SUCCESS TEAM:

Take your relationship skills to the next level by enabling customers to leverage a complex, sophisticated, technical product in the business intelligence space. We have a product that delivers immediate value, which gives us the opportunity to build long lasting partnerships with our customers. We are looking for an experienced Customer Success Manager to manage the post-sales relationship with assigned accounts, and build customer loyalty and satisfaction, consistent with revenue retention and growth objectives. 

This role reports to our Head of Corporate Accounts for the West Coast, James Fisher, who has been with Sisense for 2.5 years.

HOW YOU’LL RAMP:

By Day 30...

  • You’ll have completed the Customer Success training program where you’ll learn about Sisense’s values and culture, get equipped with various relationship techniques and gain a basic understanding of Sisense’s offering, the competition, and the transformational outcomes we help customers across ALL industries achieve.
  • You will virtually meet our customers alongside other team members to understand how we build relationships and perform executive business reviews.

Day 60...

  • You’ll learn about your customer base, meet the people and accounts you will support and work side by side with the team here to become fully embedded in the accounts you own.
  • You’ll craft a strategic account plan for your book of business and begin actively driving new opportunities within that account base.
  • You’ll strengthen your skills and technical knowledge with regular one on one coaching and extensive learning opportunities.
  • You’ve identified ways to grow and expand our footprint while partnering with Sales teams.

Day 90...

  • You’ll be an integral part of the customer success team and essential to its revenue retention success.
  • You’ll have a firm grasp on Customer Success best practices and be able to onboard new customers and nurture existing relationships.
  • You’ll manage your own book of business and be responsible for your customers’ success and growth

What You’ve Accomplished So Far

  • You have consistently hit quarterly renewal and expansion/upsell targets while selling a SaaS/Cloud solution.
  • You have a demonstrated track record of success in effectively developing and managing complex projects and partnerships.
  • You are a trusted resource and have developed relationships between customers and support teams.
  • You’ve become the “voice of the customer.”
  • You can provide detailed examples of successfully building and nurturing multi-level client relationships.
  • You have a success oriented attitude with a focus on customer delight.
  • You have the ability to forecast churn and growth opportunities for your account base.
  • You are able to tailor message formats and content based on the audience
  • You are able to lead and develop clear and creative solutions to complex issues while managing multiple initiatives simultaneously.
  • You are comfortable dealing with complex customer relationships, decision processes and competing agendas.

ABOUT SISENSE:

    • We're a passionate, venture-funded team with more than 2000 customers, including Nasdaq,  GE Healthcare, Honda, Verizon, and Philips 
    • We believe strongly in a data-driven approach to all that we do. We're constantly measuring and optimizing everything about the business.
    • We have close relationships with our customers.
    • We’ve been recognized by Comparably, Glassdoor, and Gartner for our amazing company culture.
    • We have super high customer retention — better than best in class SaaS companies.
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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • D3JSLibraries
    • jQueryLibraries
    • HighchartsLibraries
    • LeafletLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • GraphQLFrameworks
    • apolloFrameworks
    • MobxFrameworks
    • RabbitMQFrameworks
    • Apache CordovaFrameworks
    • iOS SDKFrameworks
    • Android SDKFrameworks
    • IonicFrameworks
    • MongoDBDatabases
    • RocksDBDatabases
    • MonetDBDatabases
    • SeismicCMS
    • ConfluenceCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

1359 Broadway 4th Floor , New York, NY 10018

An Insider's view of Sisense

How does your team reward individual success?

Employees deserve constant recognition for their hard work and I believe in celebrating individual wins on a daily basis. My team has a Slack channel that allows us to post our wins throughout the day. On a larger scale, we have the Sisense Sizzle, a bi-weekly opportunity for the office to celebrate anniversaries, promotions, peer awards, and more!

Eden

Business Development Representative Team Lead

How do you collaborate with other teams in the company?

Collaboration is in Sisense’s DNA. Sales helps my team grow, bringing in new projects, so we return the favor when they need references or technical advice to help close a deal. R&D helps us develop solutions, so we provide them feedback to improve our product. There’s always a new challenge, but everyone is willing to pitch in.

Max

Solutions Architect

How does the company support your career growth?

Sisense hosts a program that discusses our internal mobility process and skills development to advance your career to the next level. I expressed my interest in a role on the People team in our new San Francisco office, and now I'll be relocating to help grow the engineering team there!

Avril

Technical Recruiter

What is your vision for the company?

My vision for the company is to grow a diverse and professional community of builders who will moonshot their career and accelerate our growth. We strive to empower builders to be their best selves and do their work!

Nurit

Chief People Officer

What kinds of technical challenges do you and your team face?

Delivering an effective BI solution requires data modelling, product customization, and our API to meet customer requirements. With quick access to dedicated R&D mission teams and loads of experience from colleagues, I know that everyone is committed to overcoming these technical hurdles, and this directly contributes to our customers' success.

Chad

Enterprise Business Intelligence Consultant

What are Sisense Perks + Benefits

Sisense Benefits Overview

Sisense Inc. offers a comprehensive benefits program to all eligible employees. Employees are eligible to enroll in the various plans on the date of hire, within 30 days of a qualified life event, or annually during the open enrollment period. We are confident that you will find this benefit package of great value to you and your family.

Medical, Dental and Vision plans, health savings account with employer contribution, flexible spending account employer paid long term and short term disability, employer paid Life Insurance and AD&D Insurance, additional Life and AD&D insurance options, 401K Plan w/ employer match, 10 Paid Holidays, 15 PTO Days, 5 Sick Days, plus additional 4 days off a year, first Friday after each end of quarter we “Come up for Air” (mandatory and doesn’t take away from your vacation days), health advocacy, employee assistance program, generous employee referral program, free stocked kitchens, WellSense programs that include yoga, workout programs, etc to promote healthy/happy employees, discounted tickets (ticketsatwork), paid parental leave, pretax parking/commuter benefits (NYC), Paid Parking (AZ), Employee Experience Program that includes monthly/quarterly events like happy hours, employee outings, summer party, holiday party.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Sisense's offers several Flexible Spending Accounts (FSA) through Wageworks. The programs are: Health Care FSA, Dependent Care FSA, and Commuter Benefits.
Disability Insurance
Sisense's provides short-term and long-term disability.
Dental Benefits
Sisense provides two options for Dental through Delta Dental: DHMO and a PPO.
Vision Benefits
Sisense's Vision Service Plan is covered by VSP.
Health Insurance Benefits
Sisense's health insurance plan is with Cigna and we offer three options, PPO, HSA - High, & HSA - Low.
Life Insurance
Sisense offers employees who work 30 hours or more, basic Life Insurance and employees have the option to elect voluntary Term Life Insurance.
Wellness Programs
Sisense's offers bi-weekly yoga classes and monthly mashups activities.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Happy Hours
Professional Development Benefits
Diversity Program
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