Digital Customer Success Manager

Summary

Join BigID, a leading data security and privacy tech startup, as a Digital Customer Success Manager! You will develop and manage a digital customer success program for customers in the NAM region, focusing on improving customer experience and driving product adoption. This role involves managing a large customer portfolio, collaborating with internal teams, and identifying opportunities for scalable initiatives. You will need experience in customer success within the SaaS industry and a proven track record of developing and executing successful strategies. BigID offers a remote-first work environment, competitive compensation, and a comprehensive benefits package.

Requirements

• 2+ years of experience in a Customer Success or related role within the SaaS industry
• Proven experience developing and executing customer success strategies, particularly for a digital program
• A passion for driving product adoption using change management strategies both 1-to-1 and at scale
• Experience managing a large portfolio of customers (30+), with the ability to scale customer success efforts efficiently and effectively
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels of an organization through scalable communication methods
• Proven track record of collaborating across functions to identify and mitigate risks in client accounts, ensuring sustained success and mitigating churn

Responsibilities

• Engage 1-to-1 with customers at critical points in their journey
• Understand the customer journey and experience and help BigID evolve engagement strategies that improve time-to-value (TTV), retention, and growth
• Identify opportunities to implement scale initiatives (i.e. one-to-many) that enable customer time to value and are repeatable and scalable
• Define the critical measures and metrics for digital customers, including when to rally the team to get a customer back on track
• Collaborate with internal product, SME’s, services, and solutions teams
• Iterate/test scale program initiatives and track results from our customers
• Identify customer challenges/trends and work with internal teams on options to address them
• Partner with sales teams to develop expansion opportunities

Preferred Qualifications

Beneficial: background/experience in data management / data discovery / data governance / data security / information security or related fields

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