Senior Digital CSM

About Sisense Sisense is an API-first, AI-powered embedded analytics platform that helps companies seamlessly integrate intelligent, in-context insights directly into their applications and products. We serve over 2,000 customers across industries and are recognized as a global leader in embedded analytics. Our mission is to make analytics accessible and embedded everywhere, driving real business value for our customers.

About the Role We are looking for an experienced Digital Customer Success Manager to scale our Customer Success efforts for our Digital segment (primarily small to mid-market and growth-stage SaaS and application builders). This is not a traditional, high-touch account management role. This is a hybrid data-analytics, marketing-automation, and customer-strategy position. You will design and execute proactive, data-driven digital engagement strategies that drive product adoption, value realization, retention, and expansion. By leveraging automation, usage analytics, and AI-powered insights, you will build an engine that guides hundreds of accounts seamlessly through their lifecycle, escalating to high-touch interventions only when strategically necessary. If you thrive at the intersection of customer success, data, automation, and product-led growth (PLG) in a fast-evolving analytics and AI space, this role is for you.

Key Responsibilities

• Own and scale a large book of business (hundreds of accounts) using digital, automated, and one-to-many engagement models.

• Build and optimize digital customer journeys, automated playbooks, email lifecycle campaigns, and interactive in-app onboarding experiences.

• Design and execute targeted scale programs, including webinars, user community initiatives, feature adoption campaigns, and self-service enablement resources.

• Leverage product usage data, health scores, and predictive telemetry signals to proactively identify adoption opportunities and churn risks.

• Influence renewal and expansion opportunities at scale through data-informed digital outreach and value storytelling.

• Continuously measure and optimize key metrics: product adoption rates, feature velocity, net revenue retention (NRR), and customer health scores.

• Drive adoption of core and cutting-edge AI-powered features (e.g., Sisense Intelligence assistant, automated narratives, and embedded components).

• Act as the digital voice of the customer internally, aggregating feedback from your portfolio to influence product roadmap priorities, bug fixes, and feature requests—especially for developer-facing use cases.

• Collaborate closely with Product, Engineering, Marketing, and Support to translate customer behavioral data into product improvements and go-to-market (GTM) initiatives.

Requirements

• 3–5+ years of experience in Customer Success, Account Management, or Scaled Operations within a B2B SaaS environment.

• 2+ years focused specifically on Digital, Scaled, or Pooled CSM models managing large portfolios (200+ accounts).

• Proven track record of building and running automated engagement programs and data-driven retention initiatives that move the needle on net retention.

• Experienced in building structured workflows from scratch and driving ongoing process management.

• Strong analytical acumen: Highly comfortable digging into product usage data, defining health scores, and using dashboard insights to drive automated actions.

• Tooling Proficiency: Hands-on experience with Salesforce and modern AI tools (Claude, OpenAI) to drive workflow automations, predictive analytics, and digital productivity. Engagement with marketing tools (HubSpot, Intercom, Pendo, WalkMe, or similar).

• Exceptional Communication: Stellar written and verbal English communication skills, with a knack for creating clear, engaging content for scaled emails, in-app messages, and webinars.

• Mindset: A data-fluent self-starter who thrives in a fast-paced environment with a high degree of autonomy and a passion for technical products.

Preferred Qualifications

• Technical Domain Exposure: Experience working with embedded analytics, BI, data platforms, cloud infrastructure, or developer/API-first SaaS products.

• AI Tooling: Hands-on experience leveraging AI-driven customer success tools or working closely with GenAI. claude product features.

• PLG Background: Experience navigating product-led growth motions or supporting technical buyer personas (developers, product managers, data teams).

• Architectural Context: Familiarity with multi-tenant SaaS environments or customer-facing/embedded software use cases.