Customer Success Manager

About the Role

Scope

Key Responsibilities

• 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
• Additional Information for US-Based Applicants:
• 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:
• 63,700.00 - 95,500.00 USD Annual Commission - Commissions, 10,000.00 USD Annual: Individual Target Stock - New Hire Stock Plan, 350 Annual
• 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.
• This role uses AI-assisted transcription during the interview process. All hiring decisions are made by our recruitment team.
• 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$63,700 to $79,600 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.

Competencies

Experience & Qualifications

Preferred Qualifications

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