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.

• We invented the cyber ratings industry in 2011
• Over 3500 customers trust Bitsight
• Over 600 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote

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

Bitsight is committed to full pay transparency in accordance with applicable state and local pay transparency laws. The compensation elements outlined below represent a good-faith estimate effective as of the date of this posting and may be modified in the future. The total rewards package for this position includes:

• 63,700. USD Annual Commission
  - Commissions, 10,000.00 USD Annual :
  Individual Target Stock
  - New Hire Stock Plan, 350 Annual

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…