Scaled Customer Success Manager

Title: Scaled Customer Success Manager

Location: Denver, Colorado

Job Description:

BigID is an innovative tech startup that focuses on solutions for data security, compliance, privacy, and governance. We’re leading the market in all things data: helping our customers reduce risk, drive business innovation, achieve compliance, build customer trust, make better decisions, and get more value from their data.

We are building a global team passionate about innovation and next-gen technology. BigID has been recognized for:

• BigID Named Hot Company in Artificial Intelligence and Machine Learning at the 2024 Global InfoSec Awards
• Citizens JMP Cyber 66 List of Hottest Privately Held Cybersecurity Companies
• CRN 100 list named BIgID as one of the 20 Coolest Identity Access Management And Data Protection Companies Of 2024 (2 years running)
• DUNS 100 Best Tech Companies to Work For in 2024
• Top 3 Big Data and AI Vendors to Watch’ in the 2023 BigDATAwire Readers and Editors Choice Awards.

At BigID, our team is the foundation of our success. Join a people-centric culture that is fast-paced and rewarding: you’ll have the opportunity to work with some of the most talented people in the industry who value innovation, diversity, integrity, and collaboration.

Who we seek:

As BigID continues to grow, we are laser-focused on delivering an exceptional customer journey for all of our customers. You will help develop a scaled customer success program for our scaled cohort of customers in the NAM region.

As a Scaled Customer Success Manager in either US Central or Mountain timezone, you will manage a broad portfolio of customers, ensuring their success by providing exceptional support and guidance through a one-to-many approach via developed playbooks, content delivery, metrics, and the right level of automation.

We’re seeking someone who has developed or supported a similar program or worked within a highly-scaled customer success environment. Initially, you’ll need to get hands-on with the NAM scaled book of business to establish a baseline, plan any tactical initiatives, and build out the scaled program. This role reports to the regional Customer Success Director and has high organizational visibility.

What you’ll do:

• Engage 1-to-1 with customers at critical points in their journey.
• Understand the customer journey and experience and help BigID evolve engagement strategies that improve time-to-value (TTV), retention, and growth.
• Identify opportunities to implement scale initiatives (i.e. one-to-many) that enable customer time to value and are repeatable and scalable.
• Define the 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.
• Iterate/test scale program initiatives and track results from our customers.
• Identify customer challenges/trends and work with internal teams on options to address them.
• Partner with sales teams to develop expansion opportunities.
• Share our Values of Care-Do-Try-Shine!

What you’ll bring:

• 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.
• Beneficial: background/experience in data management / data discovery / data governance / data security / information security or related fields.

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 $110,000 – $130,000. 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

#LI-Remote

#LI-KL1