Scaled Customer Success Manager - remote

BigID

Posted 2 months ago 110,000.00/USD Annually

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AccountManager Sales FullTime

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
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