Senior Customer Success Manager

Job description

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 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 (3 years running)
• DUNS 100 Best Tech Companies to Work for
• 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.

We’re looking for a Sr. Customer Success Architect to join our Customer Success Team, reporting to the Sr Director of Customer Success. Ideal candidates are self-driven with strong consultative skills and highly versed in the data security and privacy domains, relishing the challenge of navigating through complex dynamics and ensuring every ounce of value from BigID’s platform is achieved. As the technical point of contact, you will become the trusted product advisor for our customers, identifying strategies that unlock business value, and expand product adoption, resulting in increased customer satisfaction and loyalty.

What you’ll do:

Customer Retention & Growth

• Builds and fosters trusted relationships with leaders from our customers’ engineering and data security, privacy, and governance organizations
• Excellent communication skills. Ability to set expectations and communicate goals with customers at various levels, from a developer to a CIO
• Mobilizing internal and external resources to remove technical barriers to adoption and growth

Risk Mitigation

• Proactively identifies, monitors, and mitigates actual and potential blockers related to contract entitlements and mobilizes resources to address actual and potential blockers to ensure delivery of key outcomes related to customer retention and growth.

Technical Advisory with Consultative Approach

• Provide technical consultation and guidance to clients, ensuring they are leveraging the full value of the company’s products and services
• Identify and assist in resolving technical challenges that customers are facing, ensuring that issues are addressed quickly and efficiently.
• Provides product demonstrations and technical consultation to showcase how the BigID product can meet client needs
• Review customer architectures and configurations to ensure they are enhancing security posture and capturing ROI as BigID releases new features and functionality
• Map product capabilities to customer business processes and compliance requirements (LGPD, PCI, NIST etc)
• Assist with competitive analysis between BigID and other product vendors in the market
• Act as a strategic technical consultant, engaging deeply with customer teams to understand their business goals, technical environments, and compliance requirements.
• Lead discovery workshops to uncover pain points and opportunities, translating insights into tailored solutions that align with both business and technical objectives.
• Deliver compelling product demonstrations and solution presentations, showcasing how BigID’s capabilities address specific customer challenges and drive measurable ROI.

Cross-Functional Collaboration:

• Fosters a culture of customer-centricity and continuous improvement
• Collaborates with internal teams (Product team, engineering, and sales) to ensure seamless communication and delivery of solutions to clients
• Translate customer feedback and business requirements into functional specifications, influencing product roadmap and innovation.

What you’ll bring:

• 5+ years of experience in technical account management, technical consulting, solution architecture or a similar technical client-facing role
• Strong technical knowledge across relevant technologies, systems, or platforms, with the ability to translate complex technical concepts into business solutions
• Excellent communication, problem-solving, and interpersonal skills, with the ability to engage and influence both internal and external stakeholders at various organizational levels with proven competency in CIO, CPO, CDO, and CISO level conversations
• Proven experience working in the LATAM for at least 3 years. Fluency in Portuguese, Spanish and English is highly preferred.
• Experience working cross-functionally with sales, product, and engineering teams to drive client success and retention
• Data-driven decision-making skills, with the ability to analyze metrics and use insights to improve customer engagement and outcomes
• Stakeholder engagement skills, with the ability to build trusted advisory relationships by understanding business and technical pain points, identifying opportunities, and delivering tailored solutions.
• Solution design capabilities, crafting use cases that align with business objectives and technical feasibility, and delivering compelling presentations to both technical and executive leadership.
• Facilitation and translation proficiency, leading workshops and discovery sessions to gather requirements, and converting business needs into functional specifications in close collaboration with product managers and engineers.

TLV: 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 - for parents, for remote workdays, etc.
• Office perks: dog-friendly environment, fully stocked fridge, gym, and exercise classes, weekly Happy Hours, free parking, evening meals
• Knowledge training and career development tracks

Global: 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

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

S hine- We shine and make it our mission to always stand out

#LI-Remote OR #LI-Hybrid

#LI-AB1, #LI-YD1, #LI-AR1, #LI-SF1, #LI-ON1

We’re committed to creating a culture of inclusion and equality – across race, gender, sexuality, and disability – where innovation and growth thrive, every voice is heard, and everybody belongs. Learn more about us here.

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