Senior Customer Success Manager, Key Accounts

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 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 Bitsight is the only cyber risk intelligence platform that detects, prioritizes, and mitigates threats across your attack surface and third-party ecosystem. As part of the Customer Success team, this person will work with experienced, accountable professionals focused on customer retention, expansion, satisfaction, and time to value. We are looking for an execution-focused team member to own a high value book of customer accounts. This role is accountable for improving net revenue retention, with a strong focus on increasing renewal rates for key customers.   As a Key Account Customer Success Manager, you will serve as a strategic advisor to Bitsight’s most important customers, owning the overall post-sale relationship and ensuring customers achieve their desired outcomes with Bitsight’s solutions. You will be accountable for customer satisfaction, product adoption, value realization, and retention within a portfolio of high-value, complex accounts. You will work closely with the Key Accounts Sales team, Product, Support, and other cross-functional teams to develop and execute customer success plans, identify expansion opportunities, mitigate renewal risk, and advocate for your customers internally. You will proactively guide customers through onboarding, adoption, and ongoing program management while aligning Bitsight’s capabilities to their evolving security and business priorities.   In this role, you are expected to take ownership and do what it takes to delight our customers—raising your voice when improvements are needed, anticipating challenges before they arise, and ensuring every interaction reinforces Bitsight’s value. Your ability to organize complex initiatives, manage multiple stakeholders, and follow through with precision will directly impact customer outcomes and long-term partnerships.   Your technical and business acumen will enable you to engage confidently with audiences ranging from security practitioners and IT leaders to CISOs and executive stakeholders. By combining proactive problem prevention with effective issue resolution, you will turn key account customers into strong advocates and long-term partners of Bitsight.   Bitsight is the global leader in cyber risk intelligence, helping teams make informed risk decisions with the industry’s most extensive external security data and analytics. With 3,300 customers and 65,000 organizations active on its platform, Bitsight delivers real-time visibility into cyber risk and threat exposure - enabling teams to quickly identify vulnerabilities, detect threats, prioritize actions, and mitigate risk across their extended attack surface.   Built on over a decade of market-leading innovation, an unparalleled cyber dataset, and intelligence-driven workflows, Bitsight uncovers security gaps across infrastructure, cloud environments, identities, and third- and fourth-party ecosystems. From security operations and GRC teams to the boardroom, Bitsight provides the unified intelligence backbone organizations need to proactively address exposures before they impact performance. Responsibilities Primary point of contact for designated accounts, serving as an advocate for customer needs to drive success Support our customers and partners in their efforts to successfully use and operationalize Bitsight platforms Perform customer on-boarding, health checks, conduct business reviews, and proactively alert customers of any impending issues Collaborate with Product Management for product enhancement requests Develop materials and presentations for C-Suite executives for business reviews Drive internal process improvement initiatives Implement risk mitigation plans jointly with the Sales Account Manager  Win as One: Strong alignment with sales and other members of the account team Customer Focus: Do whatever it takes to delight the customer and leave no doubt on every interaction Celebrate Successes: Use your relationships to uncover expansion opportunities Requirements 5 -15 years of post-sales/pre-sales, including experience in Customer Success with a proven track record of successfully managing a portfolio of Enterprise Customers  Ability to troubleshoot and solve customer issues independently Strong verbal, written, and interpersonal skills, as well as excellent planning and organizational skills Security or risk management experience preferred Consulting background strongly encouraged Occasional travel required The anticipated hiring base salary range for this position is US$85,000 to $120,000 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 recruiting@bitsight.com. 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.