Principal Customer Success Manager

Summary

Join BigID, a leading data security and privacy tech startup, as a Principal Customer Success Manager focusing on the West region. You will be responsible for building and maintaining strong relationships with key enterprise clients, ensuring they maximize the value of BigID's platform. This role requires deep expertise in the data domain and proven success in driving customer adoption and growth. You will collaborate with cross-functional teams and provide strategic guidance to clients. BigID offers a competitive salary, comprehensive benefits, and a supportive, remote-first work environment. The ideal candidate is a results-oriented leader with strong communication and problem-solving skills.

Requirements

• 7+ years of experience in customer success, account management, or a related field, with at least 3+ years in a senior or strategic account management role, managing a portfolio of large enterprise accounts, with a proven ability to drive results and lead customer initiatives to success
• A strong background in big data, privacy, data governance, or information security, either from a customer or vendor perspective
• At least 3 years of experience working in the West Region
• A track record of driving customer adoption, identifying opportunities for growth, and mitigating risk to ensure renewal, cross-sell, and upsell opportunities
• A deep understanding of value drivers in recurring revenue models, with the ability to align customer goals with BigID’s solutions for maximum impact
• Familiarity with on-premise and/or cloud data environments, and the ability to navigate complex technical landscapes
• Strong interpersonal and communication skills, with the ability to engage with customers at all levels, including executives, to present solutions and influence strategic decisions
• Exceptional organizational and multitasking abilities, with experience thriving in fast-paced startup environments
• Strong analytical and problem-solving skills, particularly in the context of big data challenges
• A BS/BA degree is required

Responsibilities

• Serve as the primary point of contact for a portfolio of high-value and complex customer accounts, acting as an advocate for their success and ensuring they realize the full value of the product/service
• Partner with customers to understand their business needs, goals, and challenges, providing tailored strategies to maximize product adoption and ROI
• Develop and execute account plans, driving product adoption, usage, and retention through regular check-ins, training, and performance reviews
• Work closely with Sales, Product, Marketing, and Support teams to ensure customer needs are met and issues are addressed in a timely manner
• Proactively identify and mitigate risks to customer satisfaction and outcomes. Monitor potential blockers related to contracts or deliverables, mobilizing resources to resolve issues swiftly and efficiently
• Lead renewal and expansion efforts within your accounts, identifying opportunities for upselling and cross-selling additional products and services
• Monitor and analyze key customer metrics (e.g., usage, satisfaction, churn) to identify trends, risks, and opportunities for improvement
• Provide mentorship and guidance to junior Customer Success Managers and share best practices across the team
• Be a subject matter expert on the company’s products and services, staying up-to-date on industry trends and innovations to provide strategic insights to customers
• Implement and maintain standardized engagement models for customer assignments, ensuring clarity and alignment for both customers and internal teams
• Advocate for process improvements, deploy playbooks, and optimize workflows to ensure consistency, scalability, and success across BigID’s offerings. Guide customers through strategic decision-making, driving operational improvements and advocating for necessary changes

Preferred Qualifications

Consulting experience is a strong plus

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
• Robust DEI Program with several vibrant ERG communities
• Paid Parental Leave