Senior 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 Senior CSM, you're a strategic advisor and industry expert managing the most complex, highest-value customer relationships. You don't just ensure customers renew—you position them to achieve transformational outcomes in cyber risk management. You serve as an SME across the organization, mentor junior CSMs, drive thought leadership, and influence customer strategy with minimal supervision and wide latitude for independent judgment.

You independently own 90 Tier 3-4 enterprise engagements (high spend/growth potential) or a scaled volume of 200+ customers with focus on moderate-to-high maturity engagements. You manage a $3.5M+ book of business or 30 strategic accounts. You lead initiatives to improve team processes and may manage your own account assignment and resource alignment.

• Own strategic relationships and outcomes for the most complex, highest-value, or most strategic accounts.
• Design and execute multi-year strategic account plans anticipating customer evolution; position Bitsight as essential long-term partner.
• Conduct executive-level business reviews demonstrating business impact, competitive differentiation, and informing customer strategy.
• Build and maintain C-suite relationships (CISOs, CROs, Board observers); serve as strategic advisor on cyber risk and security outcomes.
• Drive thought leadership—webinars, research, round tables, advisory councils that elevate customer maturity and position Bitsight as authority.
• Identify and develop cross-functional and cross-company opportunities expanding relationship depth and value.
• Mentor junior CSMs on strategy, account management, and customer relationships; help recruiting and team development.
• Lead initiatives and teams to improve CS processes; identify practice/process improvement areas and propose solutions.

• Strategic visionary:
  See accounts through 2-3 year lens; anticipate customer needs and competitive positioning.
• Executive presence:
  Command credibility with C-suite stakeholders; navigate complex organizational dynamics.
• Industry/technical expertise:
  In-depth understanding of cyber risk trends, frameworks, threat landscape, and competitive positioning.
• Thought leadership:
  Recognized as SME across organization; contribute to blogs, white papers, marketing events, industry panels.
• Mentorship & team leadership:
  Elevate junior CSMs; help with recruiting; ensure ongoing learning and development.
• Cross-functional influence:
  Represent customer voice in strategy; drive outcomes across teams without direct authority.

• 5-15 years of relevant work experience in customer success, account management, solutions consulting, or enterprise roles.
• Expertise in cybersecurity, cyber risk management, and industry trends.
• Recognized as trusted advisor on security strategy.
• Proven success managing large, complex, multi-stakeholder accounts through full lifecycle.
• Strong ARR expansion track record.
• Industry certifications preferred (CTPRP, CISSP, PMP, DASM).
• In-depth understanding of compliance, governance, threat landscape.
• Executive relationship management and C-level communication experience.
• Public speaking and thought leadership presence.

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.

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…