Senior Customer Success Manager

BigID
Summary
Join BigID's Customer Success Team as a Sr. Customer Success Architect, reporting to the Sr. Director of Customer Success. This role requires a self-driven individual with strong consultative skills and expertise in data security and privacy. You will serve as the primary technical point of contact for customers, building trusted relationships and identifying strategies to maximize the value of BigID's platform. Responsibilities include fostering customer relationships, mitigating risks, providing technical guidance, and collaborating with internal teams. The ideal candidate possesses 5+ years of relevant experience, strong technical knowledge, excellent communication skills, and proven experience working in LATAM. BigID offers a wide range of benefits, including equity participation, flexible work arrangements, office perks, and knowledge training.
Requirements
- 5+ 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
- Stakeholder engagement skills, with the ability to build trusted advisory relationships by understanding business and technical pain points, identifying opportunities, and delivering tailored solutions
- Solution design capabilities, crafting use cases that align with business objectives and technical feasibility, and delivering compelling presentations to both technical and executive leadership
- Facilitation and translation proficiency, leading workshops and discovery sessions to gather requirements, and converting business needs into functional specifications in close collaboration with product managers and engineers
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
- 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
- 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
- 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 (LGPD, PCI, NIST etc)
- Assist with competitive analysis between BigID and other product vendors in the market
- Act as a strategic technical consultant, engaging deeply with customer teams to understand their business goals, technical environments, and compliance requirements
- Lead discovery workshops to uncover pain points and opportunities, translating insights into tailored solutions that align with both business and technical objectives
- Deliver compelling product demonstrations and solution presentations, showcasing how BigID’s capabilities address specific customer challenges and drive measurable ROI
- 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
- Translate customer feedback and business requirements into functional specifications, influencing product roadmap and innovation
Preferred Qualifications
Proven experience working in the LATAM for at least 3 years. Fluency in Portuguese, Spanish and English is highly preferred
Benefits
- Equity participation - everyone shares in our success
- Flexible work arrangements - for parents, for remote workdays, etc
- Office perks: dog-friendly environment, fully stocked fridge, gym, and exercise classes, weekly Happy Hours, free parking, evening meals
- Knowledge training and career development tracks
- Equity participation - everyone shares in our success
- Flexible work arrangements
- Other compulsory benefits based on country of residence