Sisu is looking for an experienced Customer Success Manager (CSM) to join our growing team. In this role, you’ll work directly with sales, marketing engineering, and executives, to ensure our customers’ success from the moment they start using Sisu. From implementation and training, troubleshooting and support, and ultimately expansion, you’ll be responsible for effectively building trust, engagement, and high customer satisfaction across a portfolio of customers.

You'll also have the opportunity to be part of the team that defines what customer success means at Sisu, instilling our values and serving as the voice of the customer throughout their relationship. Creative, energetic, and data-driven, you understand the customer and their use cases and know how to translate customer needs into clear feedback for our product teams. 

In your daily interactions with customers, you’ll have the chance to combine your data, communication, project management, and problem-solving skills to help customers to find new ways to use Sisu. 

As a member of Sisu’s team, you’ll have opportunities to mentor new team members, present at events large and small, and write content read by a global audience.

What you’ll accomplish

• Manage all post-sales activity for Sisu’s top Corporate and Enterprise customers through strong relationship-building, product knowledge, planning and execution
• Partner with our services team for customer implementation, initial objective creation, and for training our customers' analytics teams
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Build relationships with key stakeholders in the customer’s organization to enable a great customer experience and capture any concerns from a commercial perspective.
• Ensure that a plan is in place with each customer for deployment, change management, and adoption Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews
• Develop and maintain accurate, compelling, and helpful documentation and product guides to help customers get the most value possible out of the platform
• Track accounts to identify churn risk and work actively to eliminate that risk
• Maintain a low client churn rate and high customer satisfaction score 
• Become the voice of the customer internally and the champion of Sisu externally 
• Work closely with Product and Engineering on to identify and track product improvement requests 
• Grow your accounts by driving Sisu value across new business users or via additional use cases 
• Travel to engage with customers directly, in their environment

What you’ll need to be successful:

• Ideally, 3+ years implementing and executing Customer Success motions (deployment, engagement, adoption, outcomes delivery and verification)
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation 
• Stellar interpersonal skills and strong team values
• Ideally, you’re data-savvy and familiar with data analytics, BI, and cloud data warehouses like Snowflake, Redshift, and BigQuery
• Hands-on, high-energy, and creative problem-solving skills with the ability to lead others to success
• Proven success working across sales, product, and marketing teams throughout the product life cycle
• Possess the ability to interface with customer executives to drive program strategy, business reviews, and ROI
• Familiarity with Salesforce, Zendesk, and other Software-as-a-Service Customer Success platforms is a plus

For a customer success professional, there’s no better environment to advance your career, develop your skills, and make an impact along the way. As you mature in this role, you’ll have the chance to work with global leaders, learn from industry mavericks, and help build an amazing, eclectic, and supportive organization at Sisu.Sisu is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.