Senior Customer Success Manager

Summary

Join BigID, a leading innovative tech startup in data security and AI data management, as a Sr. Customer Success Manager covering LATAM regions. You will deploy standardized engagement models, promote best practices, and foster customer relationships to maximize retention and growth. Responsibilities include identifying and mitigating risks, collaborating with cross-functional teams, and driving adoption of BigID's platform. The ideal candidate possesses 5+ years of experience in Customer Success or Account Management, a background in big data or information security, and proven experience working in LATAM. Fluency in English, Portuguese, and Spanish is required. This role reports to the Sr. Director, Customer Success and offers the opportunity to work with talented individuals in a fast-paced and rewarding environment.

Requirements

• 5+ 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 LATAM for at least 3 years
• Fluency in English, Portuguese and Spanish
• 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
• Must be able to exercise independent judgment with little or no oversight

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