Senior Customer Success Manager

Summary

Join BigID, a leading data security and privacy tech startup, as a Sr. Customer Success Manager. Manage customer relationships, risks, and revenue; build trust with key executives; advocate for customer needs within BigID; conduct executive business reviews; collaborate with sales and services teams; identify and mitigate risks; and identify product improvements. The ideal candidate will have 5+ years of experience in customer success managing large enterprise accounts, a background in big data or related fields, and excellent communication and presentation skills. This role requires a deep understanding of value drivers in recurring revenue business models and familiarity with on-premise and/or cloud data landscapes. The position is based in the Northeast (ideally New York or Boston) to allow for on-site customer visits. BigID offers a competitive salary, benefits, and a remote-first work environment.

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 understand 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
• Must be able to exercise independent judgment with little or no oversight

Responsibilities

• Manage the customer relationship, risk, and revenue
• Build trust and create meaningful relationships among champions and key executives within each account
• Be the voice of the customer within BigID to advocate on behalf of customer issues and needs
• Conduct Executive Business Reviews with key stakeholders to align on goals, outcomes, and value realization
• Collaborate with Sales and Services teams to drive renewal, cross-sell and upsell
• Identify risk and execute a cross-functional risk mitigation plan
• Identify product improvements by remaining current on customer needs, industry trends, market activities, and competitors

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