Customer Success Manager

Customer Success Manager

Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. Companies rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss. Built on over a decade of technological innovation, its integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance, and data analysis.

As a CSM, you own the complete account lifecycle from post-sale through renewal and expansion. You're a trusted advisor who acts as a consultative partner, helping customers realize business value outcomes and maximize their investment. You balance time-to-value, product adoption, customer health, and revenue growth—driving measurable impact with minimal supervision.

You independently manage 50 Tier 3-4 customer engagements per quarter (typically lower-to-mid spend/growth potential in Enterprise and Commercial accounts) or a scaled volume of 200+ accounts. You own your book of customer success outcomes, account health, renewals, and expansion opportunities. Account assignment and resource alignment is co-managed with your manager.

Manage complete account lifecycle, owning renewals, retention, and expansion outcomes for assigned customers

Develop and execute strategic account plans aligned to customer objectives, security maturity, and identified use cases

Lead onboarding, operationalization, adoption, and maturity phases; proactively engage customers to ensure value realization

Conduct outcome-based business reviews demonstrating how Bitsight intelligence directly impacts risk management and business goals

Build and maintain relationships with key stakeholders (security directors, CISOs, risk leads), understanding their strategic initiatives

Identify and develop expansion opportunities—new use cases, teams, product capabilities; partner with sales to advance conversations

Proactively manage account health, identifying risk indicators and intervening before churn risk escalates

Demonstrate advanced ability to identify and communicate upsell, cross-sell, and renewal likelihood in line with customer-defined goals

Strategic thinking:
Look beyond tactical day-to-day needs; help customers see long-term value and ROI

Account/customer management:
Consistently identify account risk and take action to increase health; build relationships with executives

Advanced platform & program knowledge:
Expert on platform features, functionality, and customer program development

Industry awareness:
Understand industry trends, competitive positioning, new technologies, and threat landscape

Communication & collaboration:
Tailor approach to different stakeholder levels; collaborate across sales, support, product teams

Data-driven execution:
Use metrics to guide decisions, track progress, and demonstrate value; maintain CRM compliance

2-7 years of relevant work experience in customer success, account management, solutions consulting, or related B2B SaaS role

Deep familiarity with cybersecurity, risk management, or governance frameworks (NIST, ISO); industry awareness preferred

Proven track record managing customer renewals, retention, and expansion outcomes

Bachelor's degree or international equivalent; advanced education or certifications (CTPRP, CISSP, PMP) a plus

Strong executive communication, presentation skills, and ability to customize content for unique use cases

Belonging & Inclusion. Bitsight is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

Culture. We put our people first. Bitsight offers best in class benefits. We devote the same energy to nurturing our company's inclusive culture as we apply to serving our customers' needs. Working at Bitsight will give you the opportunity to fulfill your professional goals and expand your skills.

Open-minded. If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Bitsight's mission and can contribute to our team in a variety of ways.

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