Sr. Customer Success Manager

BigID

15h • $130,000 - $155,000

About The Position

BigID is hiring a Senior Customer Success Manager for its West/Central region. The role owns a portfolio of 10–15 large enterprise accounts and serves as a trusted advisor to CISOs, privacy officers, and data and governance leaders. The manager turns BigID’s platform into measurable customer outcomes, identifies risks and opportunities, and leads cross-functional teams to deliver results. The role is part of a Customer Success team of seven and works closely with Sales, Support, Professional Services, Product, and Engineering.

The position focuses on building customer success plans and consistent engagement practices; leading onboarding, adoption programs, health checks, and executive business reviews; protecting retention through early risk detection and mitigation; and partnering with Sales on renewals and account expansion. The manager also coordinates internal teams to remove blockers and shares customer feedback and product needs with Product and Engineering.

Success in the first 12 months includes achieving customer success milestones, establishing executive relationships at key accounts, meeting gross and net retention targets, building a qualified expansion pipeline with Sales, and maintaining consistent customer health tracking and leadership reviews. The role requires independent judgment with little or no oversight.

Requirements

• At least 5 years of experience in Customer Success, Technical Account Management, or consulting, including at least 2 years managing large enterprise accounts.
• Background in data security, privacy, data governance, or cybersecurity, as a customer or vendor.
• Working knowledge of multi-cloud environments (AWS, Azure, GCP), on-premises and SaaS data environments, and structured and unstructured data.
• A record of driving adoption and managing risk to deliver renewals and account expansion.
• Comfort presenting to a CISO and leading an executive business review.
• Strong analytical and problem-solving skills in complex data environments.
• Based in the West/Central United States.
• Bachelor’s degree or equivalent experience.
• Ability to exercise independent judgment with little or no oversight.

Nice To Haves

• DSPM, DLP, or AI governance experience.
• Understanding of recurring-revenue value drivers.
• CIPP, CIPM, CISSP, or cloud certifications.
• Experience in a high-growth, scale-up environment.

Responsibilities

• Build and run success plans tied to customer business goals, and develop standardized engagement models and playbooks.
• Lead onboarding, adoption programs, health checks, and quarterly and executive business reviews for stakeholders at all levels.
• Monitor usage, executive dashboards, and customer health indicators to identify churn signals early and create mitigation plans for at-risk accounts.
• Partner with Sales on renewals, cross-sell, and upsell, aligning BigID capabilities with customer priorities.
• Coordinate Support, Professional Services, Product, and Engineering to resolve blockers and deliver customer outcomes.
• Communicate customer feedback and product needs to Product and Engineering, and keep customers informed about upcoming releases and enhancements.
• Track customer health consistently and review it with leadership on a regular cadence.

Benefits

• Equity participation.
• Flexible work arrangements.
• Medical, dental, and vision coverage.
• 401(k) participation from Day 1.
• Flexible PTO, holidays, and parental leave.
• Knowledge training and career development tracks.
• Variable/bonus compensation and equity incentives aligned with individual and company performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior