Sr. Customer Success Manager

About the role

As AI adoption accelerates, security, privacy, and data leaders are rethinking how they find, protect, and govern their most sensitive data. BigID is the platform many of the world's largest organizations rely on to do it.

As a Senior Customer Success Manager for our West/Central region, you'll own a portfolio of 10-15 large enterprise accounts and act as a trusted advisor to CISOs, privacy officers, and data and governance leaders. You'll turn BigID's platform into measurable business outcomes, spot risk and opportunity early, and lead cross-functional teams to deliver results. You'll join a Customer Success team of 7, working alongside Sales, Support, Professional Services, Product, and Engineering.

What you'll do

• Drive measurable outcomes. Build and run success plans tied to each customer's business goals, and standardized engagement models and playbooks so every customer gets a consistent experience as we scale.
• Lead the customer relationship at every level. Run onboarding, adoption programs, health checks, and QBRs/EBRs, from practitioners through executives.
• Protect the base. Track usage, executive dashboards, and health indicators to catch churn signals early, and build and run mitigation plans for at-risk accounts.
• Grow accounts with Sales. Partner with Sales on renewals, cross-sell, and upsell, aligning BigID capabilities (data discovery, classification, privacy, security, and AI governance) to each customer's priorities.
• Clear the path. Orchestrate Support, Professional Services, Product, and Engineering to resolve blockers and deliver key outcomes.
• Be the voice of the customer. Bring customer feedback and product needs to Product and Engineering, and keep customers informed on upcoming releases and enhancements.

What success looks like in your first 12 months

• Customers in your portfolio reach their agreed success milestones, with executive-level relationships established at each key account
• Gross and net retention at or above target, with at-risk accounts identified early and moved back to healthy
• A qualified expansion pipeline built in partnership with Sales
• Customer health tracked consistently and reviewed with leadership on a regular cadence

What you'll bring

Required

• 5+ years in Customer Success, Technical Account Management, or consulting, including 2+ years managing large enterprise accounts
• Background in data security, privacy, data governance, or cybersecurity, as a customer or a vendor
• Working knowledge of multi-cloud (AWS, Azure, GCP), on-prem, and SaaS data environments, and of structured and unstructured data
• A record of driving adoption and managing risk to deliver renewals and expansion
• Comfort presenting to a CISO and running an executive business review
• Strong analytical and problem-solving skills in complex data environments
• Based in the West/Central US
• Bachelor's degree or equivalent experience

Nice to have

• DSPM, DLP, or AI governance experience
• Understanding of recurring-revenue value drivers
• CIPP, CIPM, CISSP, or cloud certifications
• Experience in a high-growth, scale-up environment

What's in it for you (BigBenefits)

Our people are the foundation of our success, and we offer a wide range of benefits that help our team be happier and healthier.

• Equity participation, so everyone shares in our success
• Flexible work arrangements
• Medical, dental, and vision coverage
• 401(k) participation from Day 1
• Flexible PTO / holidays / parental leave
• Knowledge training and career development tracks