Digital Customer Success Manager

About the position

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 digital customer success program for our digital cohort of customers in the NAM region. As a Digital Customer Success Manager in US East timezone, 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-digital customer success environment. Initially, you'll need to get hands-on with the NAM digital book of business to establish a baseline, plan any tactical initiatives, and build out the digital program. This role reports to the regional Customer Success Director and has high organizational visibility.

Responsibilities

• 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 digital 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!

Requirements

• 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 digital 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.

Nice-to-haves

• Background/experience in data management / data discovery / data governance / data security / information security or related fields.

Benefits

• 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