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Digital Customer Success Manager
Posted 30 days agoViewed
💎 Seniority level: Manager, 2+ years
💸 Salary: 110000.0 - 130000.0 USD per year
🔍 Industry: SaaS
🏢 Company: BigID👥 251-500💰 $60,000,000 Series E about 1 year agoArtificial Intelligence (AI)Big DataRisk ManagementCyber SecuritySoftware
🗣️ Languages: English
⏳ Experience: 2+ years
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.
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.
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- Excellent communication skills, comfortable leading virtual training sessions and resolving customer questions quickly.
- Strong organization and time-management abilities, able to manage multiple customer inquiries simultaneously.
- Basic understanding of using CRM or Customer Success platforms (e.g., Salesforce, Gong, or similar).
- Passion for education and enthusiasm for helping teachers and administrators use technology effectively.
- Guide new customers through the onboarding process, answering questions and providing hands-on assistance with our platform.
- Conduct virtual training sessions and one-on-one meetings using established learning materials and resources.
- Serve as the primary point of contact for day-to-day customer inquiries via email, chat, or virtual meetings.
- Proactively follow up to address any challenges, ensuring fast issue resolution and consistent engagement.
- Contribute ideas to improve our digital onboarding resources (tutorials, videos, self-service guides).
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- Track and report on customer health indicators (usage, engagement, satisfaction).
- Identify early signs of churn or low engagement and propose solutions or escalations as needed.
- Meet or exceed Net Revenue Retention (NRR) of 110% annually and keep churn below 5% per quarter through digital success strategies
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