Senior Customer Success Manager - West

BigID•San Francisco, CA

6h•$130,000 - $155,000•Remote

About The Position

BigID is an innovative tech startup that focuses on solutions for data security, compliance, privacy, and AI data management. We're leading the market in all things data: helping our customers reduce risk, drive business innovation, achieve compliance, build customer trust, make better decisions, and get more value from their data. We are building a global team passionate about innovation and next-gen technology. BigID has been recognized for: BigID Named Hot Company in Artificial Intelligence and Machine Learning at the Global InfoSec Awards Citizens JMP Cyber 66 List of Hottest Privately Held Cybersecurity Companies CRN 100 list named BigID as one of the 20 Coolest Identity Access Management and Data Protection Companies (3 years running) DUNS 100 Best Tech Companies to Work for Top 3 Big Data and AI Vendors to Watch' in the 2023 BigDATAwire Readers and Editors Choice Awards 2024 Inc. 5000 list for the 4th consecutive year! Shortlisted for the 2024 AI Awards in the category of Best Use of AI in Cybersecurity At BigID, our team is the foundation of our success. Join a people-centric culture that is fast-paced and rewarding: you’ll have the opportunity to work with some of the most talented people in the industry who value innovation, diversity, integrity, and collaboration. We’re looking for a Sr Customer Success Manager to join our growing team to cover our West region. Ideal candidates for this position are highly versed in the data domain and relish the challenge of navigating through complex organizational dynamics and producing every ounce of value from BigID’s platform. A successful candidate will have a penchant for identifying challenges and opportunities early and feel comfortable leading the effort to great results. This role reports to a Manager, Customer Success.

Requirements

5+ years in Customer Success managing a portfolio of large enterprise accounts.
Background in big data, privacy, data governance, or information security as either customer or vendor (ability to consult and lead customers a strong plus).
Proven experience working in the West for at least 3 years. Fluency in English is required.
Demonstrated ability to address customer needs and provide appropriate best practices.
Proven track record of driving adoption and identifying/remediating risk to drive renewal, cross-sell and upsell.
Deep understanding of value drivers in recurring revenue business models.
Familiarity with on-premise and/or cloud data landscape.
Outstanding interpersonal communication, customer relationship, and executive presentation skills.
Excellent organization skills and ability to multitask in a fast-paced startup environment.
Demonstrated analytical and problem-solving skills, particularly those that apply to a big data environment.
BS/BA degree.

Responsibilities

Deploy Standardized Engagement Models: Deploy standardized engagement models across customer assignments, ensuring clarity for both customers and internal teams.
Promote Process & Best Practice Optimizations: Promote best practices, deploy playbooks, and processes to ensure consistency and scalability of BigID offerings, Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.
Customer Retention & Growth: Partners with customers to understand their business objectives, identifying opportunities and aligning BigID products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where BigID can provide added value to maximize retention and minimize churn.
Customer Relationship Management: Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health, using partnerships with other account team leaders leading orchestration across internal/external stakeholders. Develops a trusted advisory role with customers, communicating upcoming product changes, enhancements, and serving as an internal voice of the customer.
Risk Mitigation: Proactively identifies, monitors, and mitigates actual and potential blockers related to contract entitlements and mobilizes resources to address actual and potential blockers to ensure delivery of key outcomes related to customer retention and growth.