Customer Success Manager

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.

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
   

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

The anticipated hiring base salary range for this position is US$65,000 to $95,000 annually for US-based employees.  This range reflects the minimum and maximum target for new hire salaries for the position across all US locations, is based on a full-time work schedule, and is Bitsight’s good faith estimate as of the date of this posting.  Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

In addition to base salary, this role is eligible for participation in a bonus or commission plan and an equity grant.  Bitsight also offers a competitive benefits package, including but not but limited to 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; and tuition reimbursement.

Belonging & Inclusion. Bitsight is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

Culture. We put our people first. Bitsight offers best in class benefits. We devote the same energy to nurturing our company's inclusive culture as we apply to serving our customers' needs. Working at Bitsight will give you the opportunity to fulfill your professional goals and expand your skills.

Open-minded. If you got to this point, we hope you’re feeling excited about the job description you just read.  Even if you don’t feel that you meet every single requirement, we still encourage you to apply.  We’re eager to meet people that believe in Bitsight’s mission and can contribute to our team in a variety of ways.

Bitsight also provides reasonable accommodations to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [email protected]. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

Additional Information for United States of America Applicants:

Bitsight is committed to compliance with all fair employment practices regarding citizenship and immigration status.

Bitsight will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Qualified applicants with criminal histories will be considered for employment consistent with applicable law.

This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act.