Senior Customer Success Manager - West

BigID is an innovative tech startup focusing on solutions for data security, compliance, privacy, and AI data management. They are seeking a Senior Customer Success Manager to lead customer engagement, optimize processes, and drive customer retention and growth in the West region.

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, Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health
• 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

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 consult and lead customers a strong plus)
• Proven experience working in the West for at least 3 years. Fluency in English is required
• 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
• 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