Senior Customer Success Manager - West

Who we seek:

We’re looking for a Sr Customer Success Manager to join our growing team to cover our West region. Ideal candidates for this position are highly versed in the data domain and relish the challenge of navigating through complex organizational dynamics and producing every ounce of value from BigID’s platform. A successful candidate will have a penchant for identifying challenges and opportunities early and feel comfortable leading the effort to great results. This role reports to a Manager, Customer Success.

What you’ll do:

• 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.

What you’ll bring:

• 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.

Our Values:

We look for people who embody our values - Care, Do,Try & Shine.

• Care - We care about our customers and each other
• Do - We do what it takes to make a positive impact
• Try - We try our best and we don’t give up
• Shine - We shine and make it our mission to always stand out

The annual base salary range is $130,000 - $155,000. Actual salaries will vary and are based on a candidate’s qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

BigBenefits: 

💻 Work from home with a global remote-first community

🏆 Global Culture Corner

🏝️ Flexible PTO and Quarterly Volunteer Days

💸  Equity Participation

🏥 100% employer-covered medical, dental, and vision options available to you

🐶 Additional insurance benefits like pet insurance and legal assistance 

📚 Learning & Development Opportunities 

💰 Fidelity Employer Sponsored 401K 

📣 Robust DEI Program with several vibrant ERG communities

🍼 Paid Parental Leave

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