Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of 10-15 large enterprise accounts, serving as a trusted advisor to CISOs, privacy officers, and leaders in data governance.

• Create and implement success plans aligned with customers’ business objectives.

• Establish standardized engagement models and develop playbooks.

• Conduct onboarding, adoption programs, health checks, and QBRs/EBRs, engaging with both practitioners and executives.

• Monitor usage, executive dashboards, and health indicators to detect churn signals proactively.

• Design and execute mitigation strategies for accounts that are at risk.

• Collaborate with Sales on renewals, cross-selling, and upselling opportunities.

• Align BigID's capabilities with the priorities of customers.

• Coordinate Support, Professional Services, Product, and Engineering teams to eliminate obstacles and achieve desired outcomes.

• Relay customer feedback and product requirements to the Product and Engineering teams.

• Keep customers updated on upcoming releases and enhancements.

• Cultivate executive-level relationships, achieve customer success milestones, meet retention targets, build an expansion pipeline, and review customer health with leadership.

⛳️ Requirements

• Minimum of 5 years in Customer Success, Technical Account Management, or consulting, including at least 2 years managing large enterprise accounts.

• Experience in data security, privacy, data governance, or cybersecurity, either as a customer or vendor.

• Solid understanding of multi-cloud environments (AWS, Azure, GCP), on-premises solutions, and SaaS data infrastructures, including both structured and unstructured data.

• Proven track record in driving adoption and managing risks to secure renewals and foster expansion.

• Comfortable presenting to a CISO and conducting executive business reviews.

• Strong analytical and problem-solving capabilities in complex data environments.

• Must be located in the West/Central region of the US.

• Bachelor’s degree or equivalent experience required.

• Ability to exercise independent judgment with minimal oversight.

🏝️ Benefits

• Equity participation, allowing everyone to share in our success.

• Flexible work arrangements available.

• Comprehensive medical, dental, and vision coverage.

• 401(k) participation starting from Day 1.

• Flexible PTO, holidays, and parental leave.

• Opportunities for knowledge training and career development.

• Variable compensation and bonuses linked to individual and company performance.