Sr. Customer Success Manager

BigID is hiring a Senior Customer Success Manager to own enterprise customer relationships in the West/Central region and turn its data platform into measurable customer outcomes. The role leads adoption, retention, renewals and expansion efforts while coordinating cross-functional teams and bringing customer feedback to Product and Engineering.

Responsibilities:

• Drive measurable outcomes. Build and run success plans tied to each customer’s business goals, and standardized engagement models and playbooks so every customer gets a consistent experience as we scale
• Lead the customer relationship at every level. Run onboarding, adoption programs, health checks, and QBRs/EBRs, from practitioners through executives
• Protect the base. Track usage, executive dashboards, and health indicators to catch churn signals early, and build and run mitigation plans for at-risk accounts
• Grow accounts with Sales. Partner with Sales on renewals, cross-sell, and upsell, aligning BigID capabilities (data discovery, classification, privacy, security, and AI governance) to each customer’s priorities. [Clarify here whether you carry a renewal or expansion target, or whether Sales owns the commercial number.]
• Clear the path. Orchestrate Support, Professional Services, Product, and Engineering to resolve blockers and deliver key outcomes
• Be the voice of the customer. Bring customer feedback and product needs to Product and Engineering, and keep customers informed on upcoming releases and enhancements

Requirements:

• 5+ years in Customer Success, Technical Account Management, or consulting, including [2+] years managing large enterprise accounts [with $120M+ ARR]
• Background in data security, privacy, data governance, or cybersecurity, as a customer or a vendor
• Working knowledge of multi-cloud (AWS, Azure, GCP), on-prem, and SaaS data environments, and of structured and unstructured data
• A record of driving adoption and managing risk to deliver renewals and expansion
• Comfort presenting to a CISO and running an executive business review
• Strong analytical and problem-solving skills in complex data environments
• Based in the West/Central US
• Bachelor's degree or equivalent experience
• Must be able to exercise independent judgment with little or no oversight
• DSPM, DLP, or AI governance experience
• Understanding of recurring-revenue value drivers
• CIPP, CIPM, CISSP, or cloud certifications
• Experience in a high-growth, scale-up environment