Customer Success Manager, Corporate Accounts - New York, NY

| Greater NYC Area | Remote | Hybrid
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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.

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 East Coast, Erica Held, who has been with Sisense for almost four years. She brings over ten years of tech experience in various customer facing roles and has a proven track record of customer success.

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
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • D3JSLibraries
    • jQueryLibraries
    • HighchartsLibraries
    • LeafletLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • GraphQLFrameworks
    • apolloFrameworks
    • MobxFrameworks
    • RabbitMQFrameworks
    • Apache CordovaFrameworks
    • iOS SDKFrameworks
    • Android SDKFrameworks
    • IonicFrameworks
    • MongoDBDatabases
    • RocksDBDatabases
    • SeismicCMS
    • ConfluenceCMS
    • SalesforceCRM
    • MarketoLead Gen
    • SlackCollaboration
    • ZoomCollaboration
    • latticeProject Management

Location

1359 Broadway 4th Floor, New York, NY 10018

An Insider's view of Sisense

How would you describe the company’s work-life balance?

I've never had better work-life balance than I do here! We have a flexible hybrid work model that allows employees to take control of their own schedule. Sometimes I start my day late or schedule appointments around my meetings but then there are days I work until 8 or 9pm because I need to meet with Sisensers in APAC. I love the flexibility

Susanna

Global Diversity & Inclusion Manager

How has your career grown since starting at the company?

Coming from a smaller company, Sisense gave me the opportunity to work with a number of different tools and applications that I previously never had exposure to. My manager trusted me with projects that reached different areas of the business which allowed me to showcase what I’m truly capable of.

Dennis

Team Lead, IT Support

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 Sisensers to be their best selves and do their work!

Vicki

VP Culture & Communications

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, unlimited PTO, first Friday after each end of quarter we “Come up for Air” (mandatory), Internal Meeting-Less 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.

Culture
Volunteer in local community
Partners with nonprofits
We recently launched The Sisense Foundation that helps empower NGOs by providing them with our product for free! Color of Change, MyChoices Foundation and she codes; are a few examples.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
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 insurance
Sisense provides two options for Dental through Delta Dental: DHMO and a PPO.
Vision insurance
Sisense's Vision Service Plan is covered by VSP.
Health insurance
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.
Team workouts
Mental health benefits
Sisense offers access to licensed professional counselors (health advocates).
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
We have Team Thursdays in our US offices that provide catered lunches.
Company-sponsored happy hours
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program.
Online course subscriptions available
Customized development tracks
Paid industry certifications

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