Customer Success Manager, Key Accounts

Bitsight•Boston, MA

8d•$65,000 - $95,000

About The Position

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 the only cyber risk intelligence platform that detects, prioritizes, and mitigates threats across your attack surface and third-party ecosystem. As part of the Customer Success team, this person will work with experienced, accountable professionals focused on customer retention, expansion, satisfaction, and time to value. We are looking for an execution-focused team member to own a high value book of customer accounts. This role is accountable for improving net revenue retention, with a strong focus on increasing renewal rates for key customers. As a Key Account Customer Success Manager, you will serve as a strategic advisor to Bitsight’s most important customers, owning the overall post-sale relationship and ensuring customers achieve their desired outcomes with Bitsight’s solutions. You will be accountable for customer satisfaction, product adoption, value realization, and retention within a portfolio of high-value, complex accounts. You will work closely with the Key Accounts Sales team, Product, Support, and other cross-functional teams to develop and execute customer success plans, identify expansion opportunities, mitigate renewal risk, and advocate for your customers internally. You will proactively guide customers through onboarding, adoption, and ongoing program management while aligning Bitsight’s capabilities to their evolving security and business priorities. In this role, you are expected to take ownership and do what it takes to delight our customers—raising your voice when improvements are needed, anticipating challenges before they arise, and ensuring every interaction reinforces Bitsight’s value. Your ability to organize complex initiatives, manage multiple stakeholders, and follow through with precision will directly impact customer outcomes and long-term partnerships. Your technical and business acumen will enable you to engage confidently with audiences ranging from security practitioners and IT leaders to CISOs and executive stakeholders. By combining proactive problem prevention with effective issue resolution, you will turn key account customers into strong advocates and long-term partners of Bitsight. Bitsight is the global leader in cyber risk intelligence, helping teams make informed risk decisions with the industry’s most extensive external security data and analytics. With 3,300 customers and 65,000 organizations active on its platform, Bitsight delivers real-time visibility into cyber risk and threat exposure - enabling teams to quickly identify vulnerabilities, detect threats, prioritize actions, and mitigate risk across their extended attack surface. Built on over a decade of market-leading innovation, an unparalleled cyber dataset, and intelligence-driven workflows, Bitsight uncovers security gaps across infrastructure, cloud environments, identities, and third- and fourth-party ecosystems. From security operations and GRC teams to the boardroom, Bitsight provides the unified intelligence backbone organizations need to proactively address exposures before they impact performance. Bitsight is on a mission to free the global economy from the material impact of cyber incidents.

Requirements

5 -15 years of post-sales/pre-sales, including experience in Customer Success with a proven track record of successfully managing a portfolio of Enterprise Customers
Ability to troubleshoot and solve customer issues independently
Strong verbal, written, and interpersonal skills, as well as excellent planning and organizational skills
Security or risk management experience preferred
Consulting background strongly encouraged
Occasional travel required

Responsibilities

Primary point of contact for designated accounts, serving as an advocate for customer needs to drive success
Support our customers and partners in their efforts to successfully use and operationalize Bitsight platforms
Perform customer on-boarding, health checks, conduct business reviews, and proactively alert customers of any impending issues
Collaborate with Product Management for product enhancement requests
Develop materials and presentations for C-Suite executives for business reviews
Drive internal process improvement initiatives
Implement risk mitigation plans jointly with the Sales Account Manager
Win as One: Strong alignment with sales and other members of the account team
Customer Focus: Do whatever it takes to delight the customer and leave no doubt on every interaction
Celebrate Successes: Use your relationships to uncover expansion opportunities