Overview
Sigma Squared is seeking a highly skilled Customer Success Lead to join our dynamic team. You will play a crucial role in ensuring our clients' success and satisfaction by deeply understanding their business needs, effectively translating these into actionable product use cases, and ensuring seamless technical implementation. You will collaborate closely with executive sponsors, product teams, and customers to drive value and innovation across our client base.
Key Responsibilities
Customer Relationship Management:
- Serve as the primary point of contact for customers, building trust and maintaining strong, long-lasting relationships.
- Onboard new customers, ensuring a smooth and effective transition from sales to success.
- Conduct regular check-ins and quarterly business reviews to monitor customer satisfaction and product usage.
Customer Advocacy & Success:
- Translate customerβs business priorities into actionable product use cases.
- Guide customers in optimizing their use of Sigma Squared's solutions as a product expert.
- Demonstrate empathy and creativity in identifying and executing use cases that deliver measurable business value to our customers.
Feedback Loop Champion:
- Act as the customer advocate internally, communicating their needs and feedback to cross-functional teams, including product, marketing, and sales.
- Proactively identify and address potential issues to prevent churn and promote retention.
- Advocate for product enhancements based on customer needs and market trends.
- Ensure clear and organized communication channels for customer feedback and product updates.
Executive Engagement and Strategic Alignment:
- Partner with Sigma Squared senior executives to understand business priorities and align customer success strategies with strategic goals.
- Serve as a trusted advisor to executives by providing actionable insights and tailored value propositions.
- Facilitate meaningful discussions to uncover and prioritize real business needs through effective questioning and active listening.
Customer Success Metrics and Insights:
- Track and analyze key customer success metrics, including retention rates, Net Promoter Score (NPS), and Customer Lifetime Value (CLV).
- Use data and customer feedback to provide insights and strategic recommendations to internal stakeholders.
- Develop and implement scalable strategies to enhance customer satisfaction and drive account expansion opportunities.
Required Skills and Experience
Core Competencies:
- Strong communication and interpersonal skills, with the ability to influence and build relationships at all levels.
- Proven ability to engage with senior executives and align customer success strategies with business objectives.
- Expertise in facilitating discussions, uncovering business needs, and driving actionable outcomes.
- Demonstrated success in developing and executing strategies to improve customer satisfaction and grow account value.
- High energy and initiative to drive projects forward and solve complex problems.
- Experience in customer success leadership within a fast-paced or startup environment.
Technical and Data Proficiency:
- Experience working with data models, large language models (LLMs), and customer data systems.
- Familiarity with integrating and leveraging customer data to drive insights and solutions.
Communication and Relationship Building:
- Exceptional ability to translate technical concepts into business value for executive-level discussions.
- Excellent presentation skills and confidence in communicating with senior executives.
Customer-Centric Approach:
- Strong empathy for understanding customer challenges and needs.
- Highly organized and proactive in managing customer relationships and expectations.
What we offer
A uniquely compelling opportunity to advance our mission with world class colleagues, a tremendous amount of responsibility and autonomy, and access to all the information you need to succeed. Plus:
- Competitive salary
- Comprehensive health, dental, vision, and FSA/HSA
- 401K with employer match
- Flexible PTO and all the usual holidays
- Fully stocked kitchen with coffee and snacks
- Pre-tax commuter benefits
- Employer-paid life and disability insurance
- Educational assistance and training reimbursement
- Employee assistance with no-cost counseling, referrals, and resources
- Financial wellbeing support with no-cost consultations, personalized assessments, and coaching
- Adoption assistance, free legal support, and more
(Benefits may vary by jurisdiction and are subject to change from time to time)
More about us...
At Sigma Squared, we envision a world where talent alone determines every career. We leverage econometrics and cutting-edge technology to transform how organizations optimize their workforce. Our advanced optimization software helps leaders make faster, data-driven decisions rooted in merit, not intuition. By delivering actionable insights, integrated tools, and measurable financial impact, we empower enterprises to create equitable pathways for hiring and promotion, unlocking the full potential of their people while driving meaningful business outcomes. To learn more about Sigma Squared, visit sigmasquared.io
If you are a seasoned professional who thrives in a fast-paced environment, excels at building relationships, and is passionate about driving customer success through innovative solutions, we invite you to apply for this pivotal role at Sigma Squared.