Principal Customer Success Manager

Summary

Join BigID's Customer Success Team as a Principal Customer Success Architect, reporting to the VP of Customer Success. This role requires strong consultative skills and expertise in data security and privacy. You will serve as the technical point of contact for customers, building trusted relationships and identifying strategies to maximize the value of BigID's platform. Responsibilities include providing technical consultation, resolving technical challenges, collaborating with internal teams, and preparing technical presentations. The ideal candidate possesses 8+ years of relevant experience and excellent communication and problem-solving skills. BigID offers a competitive salary, benefits, and a remote-first work environment.

Requirements

• 8+ years of experience in technical account management, technical consulting, solution architecture or a similar technical client-facing role
• Strong technical knowledge across relevant technologies, systems, or platforms, with the ability to translate complex technical concepts into business solutions
• Excellent communication, problem-solving, and interpersonal skills, with the ability to engage and influence both internal and external stakeholders at various organizational levels with proven competency in CIO, CPO, CDO, and CISO level conversations
• Experience working cross-functionally with sales, product, and engineering teams to drive client success and retention
• Data-driven decision-making skills, with the ability to analyze metrics and use insights to improve customer engagement and outcomes

Responsibilities

• Builds and fosters trusted relationships with leaders from our customers’ engineering and data security, privacy, and governance organizations
• Excellent communication skills. Ability to set expectations and communicate goals with customers at various levels, from a developer to a CIO
• Mobilizing internal and external resources to remove technical barriers to adoption and growth
• Provide technical consultation and guidance to clients, ensuring they are leveraging the full value of the company’s products and services
• Identify and assist in resolving technical challenges that customers are facing, ensuring that issues are addressed quickly and efficiently
• Partner with Customer Success Managers and serve as their technical counterpart on a defined book of business; orchestrating a near, mid, and long-term vision and strategy for the overall customer’s adoption and realization of value across all aspects of the BigID product offering
• Prepares technical presentations and trainings on products and solutions for the Customer Success Team; Participating in content creation for both internal and external enablement of staff and customers
• Provides product demonstrations and technical consultation to showcase how the BigID product can meet client needs
• Review customer architectures and configurations to ensure they are enhancing security posture and capturing ROI as BigID releases new features and functionality
• Map product capabilities to customer business processes and compliance requirements (GDPR, CCPA, PCI, HIPPA etc)
• Assist with competitive analysis between BigID and other product vendors in the market
• Fosters a culture of customer-centricity and continuous improvement
• Collaborates with internal teams (Product team, engineering, and sales) to ensure seamless communication and delivery of solutions to clients

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