Bigid Customer Success Operations Manager 

United States 

10430874

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
• 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

What you’ll do:

• Serve as cross-functional liaison between finance, sales, and customer success to strategize and align on goals and metrics
• Establish reporting and regularly monitor key metrics such as net dollar retention (NDR), downsell & churn ARR, upsell ARR, renewal rates, customer health, and more
• Lead churn and upsell forecasting along with leadership
• Work with Customer Success Directors to improve processes around renewal management, upsell sales process, risk tracking, account escalation, and more
• Implement new processes, programs, and/or tools that can boost team productivity
• Administer and drive adoption for Customer Success Management software
• Lead calls that establish a regular cadence for the team to be reviewing and actioning key items

What you’ll bring:

• 5+ years of experience in operations with enterprise software services group or management consulting
• “Self-starter” mentality with experience in fast-paced environments
• Strong analytical ability with experience building reports and dashboards
• Passion for problem-solving and process improvement
• Proficiency Google Suite and Salesforce
• Experience with various customer-focused technologies (e.g., Staircase, Catalyst, Gainsight, Planhat, etc.)
• Attention to details
• Excellent verbal and written communication skills
• Strong organization skills with the ability to manage multiple ongoing projects for various stakeholders
• English fluency (written and spoken)

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-Weshine

The annual base salary range is $100,000 – $115,000. Actual salaries will vary and are based on a candidate’s qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

🏆 Global Culture Corner

🏝️ Flexible PTO and Quarterly Volunteer Days

💸 Equity Participation

🐶 Additional insurance benefits like pet insurance and legal assistance

📚 Learning & Development Opportunities

💰 Fidelity Employer Sponsored 401K

🍼 Paid Parental Leave