Senior Customer Success Manager

Bitsight•Boston, MA

7d•$88,000 - $109,500•Remote

About The Position

As a Senior CSM, you're a strategic advisor and industry expert managing the most complex, highest-value customer relationships. You don't just ensure customers renew—you position them to achieve transformational outcomes in cyber risk management. You serve as an SME across the organization, mentor junior CSMs, drive thought leadership, and influence customer strategy with minimal supervision and wide latitude for independent judgment. Scope You independently own 90 Tier 3-4 enterprise engagements (high spend/growth potential) or a scaled volume of 200+ customers with focus on moderate-to-high maturity engagements. You manage a $3.5M+ book of business or 30 strategic accounts. You lead initiatives to improve team processes and may manage your own account assignment and resource alignment.

Requirements

5-15 years of relevant work experience in customer success, account management, solutions consulting, or enterprise roles
Expertise in cybersecurity, cyber risk management, and industry trends; recognized as trusted advisor on security strategy
Proven success managing large, complex, multi-stakeholder accounts through full lifecycle; strong ARR expansion track record
Executive relationship management and C-level communication experience; public speaking and thought leadership presence

Nice To Haves

Industry certifications preferred (CTPRP, CISSP, PMP, DASM); in-depth understanding of compliance, governance, threat landscape

Responsibilities

Own strategic relationships and outcomes for the most complex, highest-value, or most strategic accounts
Design and execute multi-year strategic account plans anticipating customer evolution; position Bitsight as essential long-term partner
Conduct executive-level business reviews demonstrating business impact, competitive differentiation, and informing customer strategy
Build and maintain C-suite relationships (CISOs, CROs, Board observers); serve as strategic advisor on cyber risk and security outcomes
Drive thought leadership—webinars, research, roundtables, advisory councils—that elevate customer maturity and position Bitsight as authority
Identify and develop cross-functional and cross-company opportunities expanding relationship depth and value
Mentor junior CSMs on strategy, account management, and customer relationships; help recruiting and team development
Lead initiatives and teams to improve CS processes; identify practice/process improvement areas and propose solutions