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 3000 customers trust Bitsight
• Over 750 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote

Bitsight is seeking a talented and motivated Customer Success Manager (CSM) to join our dynamic team. This role is ideal for someone who thrives both independently and collaboratively, brings a proactive problem-solving mindset, and is passionate about delivering value to customers.

As a CSM at Bitsight, you’ll be responsible for driving customer satisfaction, retention, value realization, and growth. You will manage the entire customer lifecycle- onboarding, adoption, relationship development, retention, and expansion. This includes being both proactive and reactive in addressing customer engagements, resolving issues, and collaborating with internal and external stakeholders.

The ideal candidate is organized, communicative, and adaptable, with a genuine passion for customer success in a fast-paced, dynamic environment. You’ll work across multiple product lines and service offerings to ensure each customer achieves success and remains fully engaged.

Responsibilities:

• Become a Bitsight expert: develop deep knowledge of our products, capabilities, and services to deliver value in every interaction.

• Own the customer lifecycle:

  • Onboard and train new customers.

  • Drive full adoption and seamless integration of Bitsight products into the customer environment. 

  • Ensure customer retention and identify opportunities for account growth and expansion.

  • Actively mitigate churn risks, and work to manage and eliminate such risks.

  • Collaborate internally, be the Voice of the Customer: partner with other customer-facing, and internal teams to advocate for customers and drive improvements

  • Establish a trusted, strategic advisor relationship with each assigned customer and drive the continued value of our products and services.

Requirements:

• Prior experience in customer-facing processes in SaaS & B2B environments 

• Excellent verbal, written, and interpersonal communication skills.

• Strong organizational and project management capabilities, ability to multitask and meet deadlines.

• Hands-on technical background, ideally with cybersecurity products and services.

• Proven track record of managing a high volume of customer relationships and driving success.

• Proactive, self-starter mentality with strong teamwork orientation.

• Passion for technology and cybersecurity, with a willingness to continuously learn and grow.

Advantages: 

• Previous experience in a Cyber Threat Intelligence Company or cybersecurity company - Strong Advantage

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.

Bitsight also provides reasonable accommodations to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [email protected]. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

Additional Information for United States of America Applicants:

Bitsight is committed to compliance with all fair employment practices regarding citizenship and immigration status.

Bitsight will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Qualified applicants with criminal histories will be considered for employment consistent with applicable law.

This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act.

The anticipated hiring base salary range for this position is US$70000 to $80000 annually for US-based employees.  This range reflects the minimum and maximum target for new hire salaries for the position across all US locations, is based on a full-time work schedule, and is Bitsight’s good faith estimate as of the date of this posting.  Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.In addition to base salary, this role is eligible for participation in a bonus or commission plan and an equity grant.  Bitsight also offers a competitive benefits package, including but not but limited to medical, dental, and vision insurance; paid parental leave; flexible time off; a 401(k) plan with employee and company contribution opportunities; life and disability insurance; and tuition reimbursement.