Scaled Customer Success Manager

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 EMEA and APAC regions.

As a Scaled Customer Success Manager, 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 EMEA/APAC 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

What’s in it for you?!

Our people are the foundation of our success, and we prioritize offering a wide range of benefits that make our team happier and healthier.

• Equity participation - everyone shares in our success
• Flexible work arrangements 
• Other compulsory benefits based on country of residence

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