Customer Success Manager
About The Position
As a CSM, you own the complete account lifecycle from post-sale through renewal and expansion. You're a trusted advisor who acts as a consultative partner, helping customers realize business value outcomes and maximize their investment. You balance time-to-value, product adoption, customer health, and revenue growth—driving measurable impact with minimal supervision. Scope You independently manage 50 Tier 3-4 customer engagements per quarter (typically lower-to-mid spend/growth potential in Enterprise and Commercial accounts) or a scaled volume of 200+ accounts. You own your book of customer success outcomes, account health, renewals, and expansion opportunities. Account assignment and resource alignment is co-managed with your manager.
Requirements
- 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
- Strong executive communication, presentation skills, and ability to customize content for unique use cases
Nice To Haves
- advanced education or certifications (CTPRP, CISSP, PMP) a plus
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
Benefits
- 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
- tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
