Customer Success Manager

Bitsight•Boston, MA

9d•$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 As a member of the Customer Success team, you will join experienced, hardworking and accountable people who are driving customer retention, satisfaction, and time to value with their purchased products. As a Customer Success Manager (CSM) at Bitsight, you’ll drive customer satisfaction, retention, and value realization. You'll play a key role in driving customer satisfaction, retention, and growth. You will need to be proactive and reactive to customer engagements, issue resolution, and relationships with internal and external stakeholders. The ideal candidate is organized, communicative, and adaptable, with a passion for customer success in a fast-paced, dynamic environment. This team was built with a customer first mindset. This is a high-impact role where you'll have the opportunity to make a real difference in how organizations manage their cybersecurity posture.

Requirements

Strong verbal, written, and interpersonal skills, with excellent planning and organizational skills
Proven experience: a track record of managing high volume customer relationships and engagements
Experience working with sales and customer facing teams
Coachable and actively seeks constructive feedback without a fear of failure
Project management: can manage multiple projects simultaneously, prioritize, and meet deadlines
Independently adapt from the plan in order to troubleshoot and solve customer issues
Interest in the tech: enthusiastic about cybersecurity and eager to learn about the industry
Experience with common customer success tools like salesforce.com and Gainsight

Responsibilities

Become a power user of Bitsight products, capabilities and services
Onboard customers: Lead onboarding plans, ensuring a smooth deployment and rapid time-to-value
Engage professionally with users of free and paid access, creating relationships and generating CSQLs
Aide customers and partners in their efforts to deploy and operationalize the Bitsight platform and APIs
Build relationships: Build rapport with key stakeholders, from IT security practitioners to CISOs, based on their goals and challenges
Mitigate churn: Address concerns, issues, and assist renewals helping customers achieve value outcomes
Collaborate internally via Voice of Customer: Partner with other customer facing, and internal teams to advocate for customers and drive improvements
Consistently document notes, risks, and successes for customers and internal audiences
Give recommendations and provide updates on the status of active items to all stakeholders
Respond to all communication in a timely and professional manner
Perform research, develop skills and take initiative in ways that improve team best practices