About Sigma

Sigma believes that truth and trust can change the world. Our platform helps organizations create, send and verify licenses, credentials and other people-based statements of truth, known as Merits. Members in turn benefit by taking control of their valuable personal information while shaping their future based on the opportunities that they are uniquely qualified for.

 

The role

Sigma is seeking a Head of Customer Success to build the foundations for long-term customer success. The ideal candidate will design, build, launch and scale exceptional customer success programs and teams that deepen and accelerate customer adoption, growth and retention; delivering meaningful impact for our customers, members and partners globally. Reporting to the COO and working closely with our executive team and beyond, the Head of Customer Success will be responsible for building a customer-obsessed team and culture that maximizes long-term customer value and informs Sigma product, GTM and company strategy.

 

Responsibilities

  • Evaluate and define what customer success means for Sigma, our customers, members, and partners; balancing near-term customer and market needs with long-term strategy and objectives
  • Develop and execute a clear customer and professional services plan, along with the supporting infrastructure and processes to achieve repeatable, measurable success across a series of identified objectives, initiatives and key results
  • Build a customer-obsessed team and company-wide culture that empowers customers, members and partners to maximize the value they derive from Sigma in a repeatable and scalable way
  • Act as the voice of the customer across a diverse array of industries and use cases, able to distill market and customer needs for internal consumption, while aligning GTM, CS and Marketing plans in a way that accelerates sustainable industry adoption and growth
  • Create evangelists by listening to customers closely and delighting them with our products and services. Collect structured feedback to provide to Marketing, Product, Engineering and beyond
  • Work closely with the GTM team to establish and execute key account growth plans, extending and deepening top account relationships, while working with Product and Marketing to support mid-market and SMB accounts in an efficient, scalable way
  • Measure and optimize towards key results; renewals, customer satisfaction, premium support engagement, partner engagements and broader customer engagement metrics

 

Qualifications

  • Highly motivated, values-driven Customer Success leader with high energy, enthusiasm and passion for the Sigma mission, business and partner ecosystem
  • 7+ years experience, with proven expertise building a world-class Customer Success or Partner Engagement function in a fast growth SaaS business generating over $20M in annual revenue
  • Demonstrated success in consistently delivering revenue and customer engagement numbers, producing accurate forecasts, while maintaining a lens on profitability
  • Proven ability to lead by example and get hands on when required, while building and empowering world class teams that scale
  • Outstanding communication skills, both written and verbal. Adept at communicating benefits and managing conflict where it arises. Natural relationship builder
  • Excellent collaboration skills and ability to influence and motivate team members cross-functionally
  • Detail and data-oriented with proven ability to drive multiple projects forward cross-functionally
  • Thrives in a high energy, fast growth startup environment
  • B.S. or B.A. in Business or equivalent work experience. MBA a plus

At Sigma, we don’t just accept difference—we celebrate, support, and value it for the innate benefit of our employees, the competitive advantage of our products, and the strength of the communities we are a part of. Sigma is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We will do our best to accommodate any disabilities or special needs you may have.

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To apply, please click below or for questions email us at jobs@sig.ma.

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