Manager, Customer Success

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

Responsibilities

• Lead, coach, and develop an experienced team of Customer Success Managers, fostering a culture of accountability, support, and hard work.

• Define and drive strategies to maximize customer outcomes, retention, and expansion.

• Provide ongoing coaching and professional development to ensure team members meet performance and career growth objectives.

• Act as an escalation point for customer issues and work cross-functionally with Sales, Product Management and all internal teams to drive resolutions.

• Partner with Sales leadership to ensure seamless handoffs and alignment on customer goals and expectations.

• Monitor and analyze key performance metrics, providing insights and recommendations to the business to improve customer outcomes, team efficiency, and team retention.

• Drive process improvements and best practices that enhance customer engagement and value realization.

• Advocate for customers and CSMs by gathering and sharing feedback with internal teams to influence product enhancements and process improvements.

• Maintain a strong understanding of Bitsight products, services, and industry trends to effectively support your team and customers.

Requirements

• 5+ years of experience in customer success, account management, or a related field within a SaaS organization.

• 2+ years of experience in a leadership or people management role.

• Strong leadership, verbal, written, and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels.

• Proven ability to mentor and develop high-performing teams.

• Experience with tools such as Salesforce, Gainsight, ChatGPT and Pendo.

• Data-driven mindset with experience in using KPIs and metrics to drive performance.

• Strong problem-solving skills and the ability to navigate complex customer challenges.

• Project management experience, with the ability to manage multiple priorities and meet deadlines.

• Passion for cybersecurity and a strong desire to help organizations improve their security posture.

• Strong interest in our technology or product industry: enthusiastic about cybersecurity and security risk, eager to be a leader in the industry

• The primary language to support this team and product is English. This team includes fluent speakers in Portuguese, Spanish and French. It would be nice to hire someone with German or Italian customer language skills.

Diversity. 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.

Additional Information for United States of America Applicants:

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 recruiting@bitsight.com. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

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.