Customer Success Manager

Sisense; United States; On-site; USD 55,000 - 90,000; Full time

Job summary

Sisense is seeking a Commercial Customer Success Manager to lead a portfolio of US-based commercial accounts. You will drive adoption, renewals, and expansion by building trusted executive relationships and coordinating with product and engineering teams.

You will manage customers across the lifecycle, translate business goals into actionable outcomes, and proactively uncover value and monetization opportunities in a fast-paced, evolving environment.

Qualifications

• Minimum of 1-3 years of experience as a CSM, with a proven track record of supporting small/mid-scale, commercial-level clients.
• Proactive and solution-oriented, with a natural ability to serve as a trusted advisor to customers and anticipate their needs.
• Exceptional interpersonal, listening, written, and verbal communication skills.
• Proven ability to build and maintain strong, multi-level client relationships, including executive-level engagement.
• Experience working with quarterly or annual targets, and consistently achieving or exceeding performance goals.
• Proven ability to identify and capitalize on up-sell and cross-sell opportunities, driving additional value for customers.
• Strong experience in renewal planning and execution, ensuring long-term customer retention and growth.

Responsibilities

• Develop a strategic account plan for a book of business and drive new opportunities within that book.
• Collaborate cross-functionally with product, support, and engineering to address complex customer requests.
• Manage renewal discussions and negotiate mutually beneficial outcomes.
• Onboard, train, and enable customers to achieve analytics maturity with Sisense.
• Lead executive business reviews to demonstrate value and drive renewal and expansion.

Skills

Relationship building

Executive engagement

Renewal planning

Upsell/cross-sell

Project management

BI implementations

Technical empathy

Customer success strategy

Communication skills

Job description

About Sisense

Sisense is a leading AI-powered Analytics Platform as a Service (AnPaaS) that empowers product teams and developers to embed conversational, predictive, and agentic intelligence directly into applications and workflows. Our API-first, developer-first platform turns complex data into faster, smarter, actionable decisions for over 2,000 global customers across industries. With our cutting-edge AI portfolio, including the Sisense Intelligence assistant, automated narratives, and advanced machine learning modeling, we are accelerating the future of embedded analytics at scale.

Why you should join our Customer Success Team:

We are looking for a dynamic, technically minded, and business-savvy Commercial Customer Success Manager (CSM) to own and elevate our portfolio of commercial-tier accounts across the US East Coast. This is not a traditional, reactive account management role.

As a Commercial CSM, you will partner with product teams, developers, and engineering leaders who are actively reimagining their software experiences. Acting as a trusted strategic advisor, you will lead your customers down the path of analytics maturity, helping them leverage Sisense's API-first ecosystem and composable architectures to drive deep user engagement, lower their total cost of ownership, and capture new monetization opportunities. Your success will be measured explicitly through Net Revenue Retention (NRR), product adoption velocity, and customer advocacy conversion.

About you:

• You thrive in a fast-paced, dynamic, and evolving environment, quickly adjusting to changes while maintaining a positive attitude and focus on solutions.

• You are a relationship builder, skilled at establishing and nurturing deep, trusted multi-threaded relationships with executives as well as champions and influencers with small/mid sized customers, positioning yourself as a key advisor to maximize their success and satisfaction.

• You are capable of identifying and addressing customer needs, understanding their business goals, and aligning them with the company's solutions to drive value.

• You are able to grasp new concepts rapidly and understand the technical aspects of our product to align customer needs with our solutions effectively.

• You are experienced in managing contract renewals, navigating complex renewal discussions, and finding mutually beneficial outcomes.

• You are able to manage communication both internally and externally, ensuring alignment and advocating for what’s best for the customer while balancing business priorities.

• You are passionate about driving customer success by delivering measurable results, improving adoption, and addressing challenges proactively.

• You are creative and think outside the box to find innovative solutions to challenges while managing your customers.

• You are a team player, collaborative and open to feedback, while demonstrating initiative and a desire to learn and continuously improve.

Requirements:

• Minimum of 1-3 years of experience as a CSM, with a proven track record of supporting small/mid-scale, commercial-level clients.

• Proactive and solution-oriented, with a natural ability to serve as a trusted advisor to customers and anticipate their needs.

• Exceptional interpersonal, listening, written, and verbal communication skills.

• Proven ability to build and maintain strong, multi-level client relationships, including executive-level engagement.

• Experience working with quarterly or annual targets, and consistently achieving or exceeding performance goals.

• Proven ability to identify and capitalize on up-sell and cross-sell opportunities, driving additional value for customers.

• Strong experience in renewal planning and execution, ensuring long-term customer retention and growth.

• Strong project management skills with the ability to manage and deliver complex technical products and solutions.

• Ideally, experience in Business Intelligence (BI) solution implementations or similar technical solutions.

• Demonstrated ability to collaborate cross-functionally with teams (such as product, support, and engineering) to address complex technical issues and customer requests.

• Ability to navigate and manage complex client environments, building rapport and trust with key stakeholders.

• Superior critical thinking, decision-making, and problem-solving skills, with a focus on finding solutions to challenges.

• Customer-centric mindset with a commitment to customer satisfaction and delight, driving value and long-term success for clients.

• Ability to work in a fast-paced, dynamic environment while managing multiple priorities effectively.

• A results-driven approach, with a focus on continuous improvement and learning.

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 start meeting customers and see firsthand how we build relationships and perform executive business reviews

Day 60...

• You’ll craft a strategic account penetration 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.

• 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 account.

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 and help customers get up and running.

• You’ll manage your own book of business, responsible for the partnership and the customer’s success.

Work Authorization

For roles in the US, Applicants must be authorized to work in the US as we are unable to provide employer sponsorship at this time.

CO Posting

The base pay range for candidates located in Colorado is $55,000-$90,000 (/yr). The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to market location, internal equity, job-related knowledge, experience and training, education, skill sets, and other business and organizational needs. 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. The disclosed salary range represents an estimate of the base compensation for candidates who can or will be located in Colorado. This range may vary with respect to candidates whose primary work location is outside those jurisdictions.

NYC and CA Posting

The base pay range for candidates located in New York City and California is $55,000-$90,000 (/yr). The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to market location, internal equity, job-related knowledge, experience and training, education, skill sets, and other business and organizational needs.The disclosed salary range represents an estimate of the base compensation for candidates who can or will be located in New York City or California. This range may vary with respect to candidates whose primary work location is outside those jurisdictions.