Senior Customer Success Manager

1 week ago

Denver, Colorado, United States BigID Full time
About BigID

BigID is a leading technology company that specializes in data security, compliance, privacy, and governance solutions. Our innovative approach helps customers reduce risk, drive business innovation, achieve compliance, build customer trust, make better decisions, and get more value from their data.

Job Summary

We are seeking a highly skilled Scaled Customer Success Manager to join our team. As a key member of our customer success organization, you will be responsible for developing and executing a scaled customer success program for our customers in the NAM region.

Key Responsibilities
  • Engage with customers at critical points in their journey to ensure their success and satisfaction.
  • Understand the customer journey and experience, and help BigID evolve engagement strategies to improve time-to-value, retention, and growth.
  • Identify opportunities to implement scale initiatives that enable customer time to value and are repeatable and scalable.
  • Define critical measures and metrics for scaled customers, including when to rally the team to get a customer back on track.
  • Collaborate with internal product, SME's, services, and solutions teams to drive customer success.
  • Iterate and test scale program initiatives and track results from our customers.
  • Identify customer challenges and trends, and work with internal teams to address them.
  • Partner with sales teams to develop expansion opportunities.
Requirements
  • 2+ years of experience in a Customer Success or related role within the SaaS industry.
  • Proven experience developing and executing customer success strategies, particularly for a scaled program.
  • A passion for driving product adoption using change management strategies both 1-to-1 and at scale.
  • Experience managing a large portfolio of customers (30+), with the ability to scale customer success efforts efficiently and effectively.
  • Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels of an organization through scalable communication methods.
  • Proven track record of collaborating across functions to identify and mitigate risks in client accounts, ensuring sustained success and mitigating churn.
What We Offer
  • A competitive annual base salary range of $110,000 - $130,000.
  • Variable/Bonus Compensation & Equity Incentives align with individual and company performance.
  • A comprehensive benefits package, including 100% employer-covered medical, dental, and vision options, as well as additional insurance benefits like pet insurance and legal assistance.
  • Learning & Development Opportunities, including Fidelity Employer Sponsored 401K.
  • A robust DEI Program with several vibrant ERG communities.
  • Paid Parental Leave.
About Us

BigID is an E-Verify Participant and committed to creating a culture of inclusion, diversity, and equality – across race, gender, sexuality, disability, and neurodiversity – where innovation and growth thrive, every voice is heard, and everybody belongs.

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