What are the responsibilities and job description for the Principal Customer Success Manager position at BigID?

Who we are :

BigID is an innovative tech startup that focuses on solutions for data security, compliance, privacy, and AI data management. 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
2024 Inc. 5000 list for the 4th consecutive year!
Shortlisted for the 2024 AI Awards in the category of Best Use of AI in Cybersecurity

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 :

We are seeking a highly experienced and strategic Principal Customer Success Manager to join our expanding team, focusing on the West. The ideal candidate will have deep expertise in the data domain and a passion for driving success through complex organizational dynamics. You will play a pivotal role in ensuring customers derive maximum value from BigID's platform, while proactively identifying and addressing challenges and opportunities. If you are a results-driven leader who thrives on creating and executing strategies that make a tangible impact, we'd love to have you on board. This role reports to the Director of Customer Success in the region.

In this role, you will be responsible for leading and nurturing long-term relationships with our most strategic clients, ensuring their success by leveraging our product offerings, providing proactive solutions, and aligning customer goals with business outcomes. You will collaborate cross-functionally with product, sales, and support teams to drive customer satisfaction, retention, and overall business growth.

What you'll do :

Customer Advocacy : Serve as the primary point of contact for a portfolio of high-value and complex customer accounts, acting as an advocate for their success and ensuring they realize the full value of the product / service.

Strategic Guidance : Partner with customers to understand their business needs, goals, and challenges, providing tailored strategies to maximize product adoption and ROI.

Proactive Account Management : Develop and execute account plans, driving product adoption, usage, and retention through regular check-ins, training, and performance reviews.

Cross-Functional Collaboration : Work closely with Sales, Product, Marketing, and Support teams to ensure customer needs are met and issues are addressed in a timely manner.

Risk Mitigation : Proactively identify and mitigate risks to customer satisfaction and outcomes. Monitor potential blockers related to contracts or deliverables, mobilizing resources to resolve issues swiftly and efficiently.

Customer Retention and Growth : Lead renewal and expansion efforts within your accounts, identifying opportunities for upselling and cross-selling additional products and services.

Data-Driven Insights : Monitor and analyze key customer metrics (e.g., usage, satisfaction, churn) to identify trends, risks, and opportunities for improvement.

Mentorship : Provide mentorship and guidance to junior Customer Success Managers and share best practices across the team.

Thought Leadership : Be a subject matter expert on the company's products and services, staying up-to-date on industry trends and innovations to provide strategic insights to customers.

Standardized Engagement Models : Implement and maintain standardized engagement models for customer assignments, ensuring clarity and alignment for both customers and internal teams.

Promote Best Practices & Optimizations : Advocate for process improvements, deploy playbooks, and optimize workflows to ensure consistency, scalability, and success across BigID's offerings. Guide customers through strategic decision-making, driving operational improvements and advocating for necessary changes.

What you'll bring :

Experience : 7 years of experience in customer success, account management, or a related field, with at least 3 years in a senior or strategic account management role, managing a portfolio of large enterprise accounts, with a proven ability to drive results and lead customer initiatives to success.

Industry Knowledge : A strong background in big data, privacy, data governance, or information security, either from a customer or vendor perspective. Consulting experience is a strong plus.

Regional Expertise : At least 3 years of experience working in the West Region.

Proven Success : A track record of driving customer adoption, identifying opportunities for growth, and mitigating risk to ensure renewal, cross-sell, and upsell opportunities.

Strategic Insight : A deep understanding of value drivers in recurring revenue models, with the ability to align customer goals with BigID's solutions for maximum impact.

Technical Acumen : Familiarity with on-premise and / or cloud data environments, and the ability to navigate complex technical landscapes.

Excellent Communication : Strong interpersonal and communication skills, with the ability to engage with customers at all levels, including executives, to present solutions and influence strategic decisions.

Organizational Skills : Exceptional organizational and multitasking abilities, with experience thriving in fast-paced startup environments.

Problem Solving : Strong analytical and problem-solving skills, particularly in the context of big data challenges.

Educational Background : A BS / BA degree is required.

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 $145,000 - $170,000. 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

BigDiversity : We're 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. Learn more about us here.

CPRA Employee Privacy Notice : CA

BigID is an E-Verify Participant.

Salary : $145,000 - $170,000

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