Senior Customer Success Manager, Strategic Partnerships

Bitsight•Boston, MA

7d•$88,000 - $109,500•Hybrid

About The Position

The Strategic Partnerships Customer Success Manager is a senior business operator with a strategic vision, responsible for owning the post-sale success, value adoption, expansion, and retention of Bitsight's most strategic customer accounts; including OEMs (Original Equipment Manufacturers), and Insurance use cases. Unlike traditional CSM roles, this position emphasizes partner enablement, integration success, operational data scalability, and commercial alignment. You will serve as a trusted strategic advisor to the C-suite and executive leadership at partners who utilize, embed, resell, or operationalize Bitsight capabilities within their own offerings and service delivery models. This is a role with significant strategic influence in our business. You will own a high-value portfolio (50-80 accounts), responsible for driving measurable success, deployment, adoption maturity, expansion revenue, and long-term retention. You will be accountable for improving net revenue retention, identifying and qualifying expansion opportunities, and positioning critical partnerships for predictable, scalable growth. Beyond your individual portfolio, you will shape and lead the strategic partnerships customer success function, mentor team members, and influence company-wide partner strategy. This role is ideal for a person with sophisticated strategic judgment who combines deep technical and domain expertise with executive-level relationship management, commercial acumen, and organizational influence. You'll thrive at the intersection of customer success, strategic partnerships, solutions consulting, and revenue acceleration. You will have the autonomy to drive transformational partnerships and the future of how Bitsight scales with strategic partners. If you are hired near one of our offices, 3 days of in-office work is required, if not we also support hybrid/remote working models.

Requirements

Post-sales or customer success experience including Customer Success, Strategic Account Management, Solutions Consulting, Professional Services, or Program Management in SaaS or software partnership environments
Proven track record managing large portfolios (80+ accounts) of enterprise, strategic, or high-revenue partner accounts with direct accountability for revenue retention, expansion, and NRR improvement
Direct experience supporting OEM, MSSP, ISV, platform, or integration-driven customers; experience in cybersecurity, threat intelligence, risk management, or insurance technology platforms is preferred
Demonstrated expertise building and managing complex, C-suite level relationships across matrixed organizations; proven ability to influence executive decision-making and drive strategic alignment
Experience leading or contributing to scalable CS strategy, process design, or organizational best practices; track record of mentoring and developing teams is a plus
Background in insurance software, managed services, platform distribution models, or enterprise security software is highly valued
Strong technical aptitude with practical understanding of APIs, integrations, data feeds, and complex platform configurations
Familiarity with cybersecurity concepts, threat intelligence workflows, managed detection and response (MDR), SIEM/SOAR platforms, or risk management frameworks
Experience advising on and supporting integrations across enterprise security ecosystems (e.g., SIEM, SOAR, EDR, GRC, ticketing systems, threat intelligence platforms)
Comfort operating in technically sophisticated environments; ability to engage confidently with security practitioners, architects, and CISOs
Exceptional executive communication and presentation skills; ability to influence and align stakeholders at all organizational levels
Strong business acumen with ability to translate technical requirements into business outcomes and commercial value
Proven ability to identify, analyze, and articulate expansion opportunities; understand commercial models, licensing, and partner margin dynamics
Demonstrated project management excellence, including managing multiple concurrent complex engagements, timelines, and stakeholder expectations
Consulting mindset with proven problem-solving, analytical, and strategic thinking capabilities

Nice To Haves

Experience in cybersecurity, threat intelligence, risk management, or insurance technology platforms is preferred
Track record of mentoring and developing teams is a plus
Background in insurance software, managed services, platform distribution models, or enterprise security software is highly valued

Responsibilities

Own post-sales success for a portfolio of the company's strategic and high-revenue OEM, and insurance customers, with direct accountability for NRR improvement, expansion revenue targets, and retention of critical accounts
Serve as the primary executive point of contact and trusted strategic advisor to the partner C-suite, executive leadership, product management, engineering, research and operations teams
Develop and execute comprehensive, multi-year partner success strategies aligned to executive buyers business objectives, value realization metrics, competitive positioning, and growth targets
Own the qualification of expansion: identify, evangelize, structure, and partner with sales on high-value expansion opportunities including driven by signals such as; usage, new modules, adjacent solutions, vertical expansion, and strategic initiatives
Lead executive business reviews and strategic partnership planning sessions, presenting adoption metrics, value realization, competitive benchmarking, roadmap alignment, and renewal/expansion readiness to C-level executives. This role will require some travel to visit customers onsite.
Ensure consistent, predictable revenue retention and growth within the strategic partnership portfolio; drive partner satisfaction and Net Promoter Score (NPS)
Shape and evolve the customer success strategy and playbooks for strategic partnerships, establishing customer defined goals and maturity; best practices, frameworks, and scalable processes that other CSMs and teams can leverage
Mentor and develop CSMs and account management team members on strategic partnership management, executive engagement, and relationship dynamics
Serve as a voice of strategic partner customers within the organization; influence product roadmap, feature prioritization, business and technical strategy based on partner feedback and market positioning
Collaborate with the CRO, VP and Director of Customer Success to define KPIs, success metrics, and organizational priorities for the strategic partnerships segment
Contribute to cross-functional strategy sessions on partner ecosystem development, GTM alignment, and long-term partnership growth strategy
Align closely with Sales, Product Management, Engineering, Sales Engineering, Professional Services, and Support teams to ensure seamless integration and implementation of Bitsight capabilities into partner platforms and workflows
Advise partners on API-based integrations, data feeds, platform configurations, and operational scalability requirements specific to their OEM, or insurance models
Develop best-practice guidance on value goals, maturity, workflows, SLAs, success metrics, and competitive positioning tied to Bitsight-powered offerings
Deliver partner-focused training, enablement content, digital touchpoints and certification programs for partner teams and personas
Serve as a liaison between partners and Bitsight technical teams, advocating for needs, identifying gaps, managing expectations and contributing to product roadmap alignment
Conduct value discovery workshops to align capabilities with partner strategies, workflows, objectives, and models
Proactively monitor partner health signals, adoption milestones, NPS/CSAT, product usage trends, and time-to-value metrics to identify risk, drive adoption, and accelerate ROI
Guide partners through advanced product configuration, threat data operationalization, and integration decisions with their existing security infrastructure
Present adoption metrics, usage insights, and risk assessments to internal and external stakeholders, demonstrating platform effectiveness and value delivery
Identify expansion pathways across increased coverage, advanced modules, add-ons, and cross-sell opportunities within partner customer bases
Work with Sales to drive high renewal rates, expansion of ACV, and partnership customer business evolution
Lead risk mitigation strategies and renewal planning to ensure proactive engagement and strong expansion narratives
Contribute 10%+ of time to scalable CS processes and playbooks that support repeatable partner success and predictable revenue performance
Leverage operations tools (Claude, Gainsight, Salesforce, Pendo and related CS tooling) to deliver data-driven, scalable partner engagement
Champion the partner's voice internally, advocating for their needs and identifying systemic improvements to support partner growth