Customer Success Manager

Summary

Join BigID, a leading data security and privacy tech startup, as a Customer Success Manager covering the Southeast! In this role, you will deploy standardized engagement models, promote best practices, and foster strong customer relationships to drive retention and growth. You will leverage your expertise in big data and privacy to identify opportunities and mitigate risks, ensuring customer success and maximizing value from BigID's platform. This position requires strong communication, analytical, and problem-solving skills, along with experience in customer success and the big data domain. The ideal candidate will have a proven track record of driving adoption and renewal, and a deep understanding of recurring revenue business models. BigID offers a remote-first work environment, flexible PTO, comprehensive benefits, and equity participation.

Requirements

• 3+ years in Customer Success and/or Account Management
• 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 South East for at least 3 years
• 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

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
• 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
• Cross-Functional Collaboration: Collaborates partnership between the Customer Success team and internal teams to drive synergies and optimize client outcomes

Preferred Qualifications

• BS/BA degree preferred
• Fluency in English and Spanish is highly preferred

Benefits

• Work from home with a global remote-first community
• Flexible PTO and Quarterly Volunteer Days
• Equity Participation
• 100% employer-covered medical, dental, and vision options available to you
• Additional insurance benefits like pet insurance and legal assistance
• Learning & Development Opportunities
• Fidelity Employer Sponsored 401K
• Paid Parental Leave