Principal Customer Success Architect

BigID; Denver (CO); Remote; USD 165,000 - 195,000; Full time

Job summary

An innovative tech startup is seeking a Principal Customer Success Architect to join their dynamic team. In this role, you'll leverage your extensive experience in technical account management to enhance customer satisfaction and loyalty. You'll be the trusted advisor for clients, guiding them through complex technical challenges while promoting the full value of the company's cutting-edge data security solutions. This position offers the chance to work in a fast-paced, collaborative environment that values innovation and diversity. If you're passionate about making a positive impact in the tech industry, this opportunity is perfect for you.

Benefits

Flexible PTO

Quarterly Volunteer Days

100% employer-covered medical, dental, and vision

Pet Insurance

Legal Assistance

Fidelity Employer Sponsored 401K

Qualifications

• 8+ years in technical account management or similar roles.
• Strong technical knowledge with excellent communication skills.

Responsibilities

• Build relationships with customers' engineering and data teams.
• Provide technical consultation and ensure product value is maximized.
• Collaborate with internal teams for seamless client solutions.

Skills

Technical Account Management

Consultative Skills

Data Security Knowledge

Communication Skills

Problem-Solving Skills

Interpersonal Skills

Data-Driven Decision Making

Education

Bachelor's Degree in a relevant field

Tools

GDPR Compliance

CCPA Compliance

PCI Compliance

HIPAA Compliance

Job description

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 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

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.

Who we seek:

We’re looking for a Principal Customer Success Architect to join our Customer Success Team, reporting to the VP 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
• Build and foster 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.
• Provide technical consultation and guidance to clients, ensuring they are leveraging the full value of the company’s products and services.
• Technical Advisory
• Identify and assist in resolving technical challenges that customers are facing, ensuring that issues are addressed quickly and efficiently.
• Partner with Customer Success Managers and serve as their technical counterpart on a defined book of business; orchestrating a near, mid, and long-term vision and strategy for the overall customer’s adoption and realization of value across all aspects of the BigID product offering.
• Prepare technical presentations and trainings on products and solutions for the Customer Success Team; participating in content creation for both internal and external enablement of staff and customers.
• Provide 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 (GDPR, CCPA, PCI, HIPAA, etc).
• Assist with competitive analysis between BigID and other product vendors in the market.
• Cross-Functional Collaboration:
• Foster a culture of customer-centricity and continuous improvement.
• Collaborate with internal teams (Product team, engineering, and sales) to ensure seamless communication and delivery of solutions to clients.

What you’ll bring:

• 8+ 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.
• 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.

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

The annual base salary range is $165,000 – $195,000. 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.

Work from home with a global remote-first community.

Global Culture Corner.

Flexible PTO and Quarterly Volunteer Days.

100% employer-covered medical, dental, and vision options available to you.

Additional insurance benefits like pet insurance and legal assistance.

Fidelity Employer Sponsored 401K.

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.