Customer Success Manager
About The Company
Bitsight is a leading provider in the cyber risk management industry, dedicated to transforming how organizations assess and mitigate their exposure, performance, and risk profiles, including those related to third-party vendors. Established on over a decade of technological innovation, Bitsight offers integrated solutions that deliver measurable value across various domains such as enterprise security performance, digital supply chains, cyber insurance, and data analytics. The company pioneered the cyber ratings industry in 2011 and has since built a reputation trusted by over 3,000 customers worldwide. With a diverse team of more than 750 professionals dispersed across Boston, Raleigh, New York, Lisbon, Singapore, and remote locations, Bitsight fosters a dynamic and inclusive work environment committed to excellence and innovation.
About The Role
Bitsight is seeking a talented and motivated Customer Success Manager (CSM) to join our vibrant team. This role is ideal for individuals who excel both independently and collaboratively, with a proactive approach to problem-solving and a passion for delivering exceptional customer value. As a CSM, you will be responsible for managing the entire customer lifecycle, including onboarding, adoption, relationship development, retention, and expansion. Your primary goal will be to ensure customer satisfaction and success by actively engaging with clients, resolving issues, and collaborating with internal teams to advocate for customer needs. You will serve as a trusted advisor to your assigned accounts, driving continuous value realization and fostering long-term partnerships. This position offers an exciting opportunity to work across multiple product lines and service offerings within a fast-paced, innovative environment.
Qualifications
- Prior experience in customer-facing roles within SaaS and B2B environments
- Excellent verbal, written, and interpersonal communication skills
- Strong organizational and project management capabilities
- Ability to multitask and meet deadlines efficiently
- Hands-on technical background, preferably with cybersecurity products and services
- Proven track record of managing high-volume customer relationships and driving success
- Proactive, self-starter mentality with a strong teamwork orientation
- Passion for technology and cybersecurity, with a willingness to continuously learn and grow
- Previous experience in a Cyber Threat Intelligence or cybersecurity company is a strong advantage
Responsibilities
- Develop deep expertise in Bitsight’s products, capabilities, and services to deliver maximum value during customer interactions
- Own the entire customer lifecycle, including onboarding, training, and full adoption of Bitsight solutions
- Ensure seamless integration of products into customer environments and promote ongoing engagement
- Drive customer retention by proactively identifying and mitigating churn risks and exploring opportunities for account expansion
- Actively collaborate with internal teams to advocate for customer needs and drive continuous improvements
- Establish and nurture strategic, trusted advisor relationships with customers to foster loyalty and long-term success
- Monitor customer health metrics and engagement levels, providing insights and recommendations for improvement
- Resolve customer issues efficiently and effectively, maintaining a high level of customer satisfaction
Benefits
- Competitive base salary with potential bonuses or commissions
- Equity grants and stock options
- Comprehensive health, dental, and vision insurance plans
- Paid parental leave and flexible time off policies
- Retirement plan options, including a 401(k) with company contributions
- Life and disability insurance coverage
- Tuition reimbursement and professional development opportunities
- Inclusive and collaborative work culture that values diversity and belonging
Equal Opportunity
Bitsight is proud to be an equal opportunity employer. We do not discriminate against any individual based on gender identity, race, nationality, religion, sexual orientation, veteran status, disability, or any other protected characteristic. We are committed to fostering an inclusive environment where all employees and applicants are treated with respect and fairness.