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Scaled Customer Success Manager

BigID

BigID

Customer Service, Sales & Business Development
London, UK
Posted on Tuesday, July 9, 2024

Who we are:

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 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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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.

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