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Salary: USD 63,700 - 79,600 / annual
BitSight is a cyber risk management platform that helps companies manage cybersecurity exposure, performance, and risk across their own operations and third-party ecosystems. The company has invented the cyber ratings industry and serves over 3,500 customers globally with a team of 600+ employees.
As a Customer Success Manager, you will own the complete account lifecycle from post-sale through renewal and expansion for assigned customers. You will act as a trusted advisor and consultative partner, helping customers realize business value outcomes and maximize their investment in BitSight's solutions.
You will independently manage either 50 Tier 3-4 customer engagements per quarter (typically lower-to-mid spend/growth potential in Enterprise and Commercial accounts) or a scaled volume of 200+ accounts, depending on account tier. You own your book of customer success outcomes, account health, renewals, and expansion opportunities, with account assignment and resource alignment co-managed with your manager.
Key responsibilities include:
- Managing the complete account lifecycle, owning renewals, retention, and expansion outcomes for assigned customers
- Developing and executing strategic account plans aligned to customer objectives, security maturity, and identified use cases
- Leading onboarding, operationalization, adoption, and maturity phases; proactively engaging customers to ensure value realization
- Conducting outcome-based business reviews demonstrating how BitSight intelligence impacts risk management and business goals
- Building and maintaining relationships with key stakeholders (security directors, CISOs, risk leads) and understanding their strategic initiatives
- Identifying and developing expansion opportunities—new use cases, teams, product capabilities—and partnering with sales to advance conversations
- Proactively managing account health, identifying risk indicators, and intervening before churn risk escalates
- Demonstrating advanced ability to identify and communicate upsell, cross-sell, and renewal likelihood in line with customer-defined goals
Required competencies include strategic thinking, account/customer management, advanced platform and program knowledge, industry awareness, communication and collaboration, and data-driven execution.
Requirements:
- 2-7 years of relevant work experience in customer success, account management, solutions consulting, or related B2B SaaS role
- Deep familiarity with cybersecurity, risk management, or governance frameworks (NIST, ISO); industry awareness preferred
- Proven track record managing customer renewals, retention, and expansion outcomes
- Bachelor's degree or international equivalent; advanced education or certifications (CTPRP, CISSP, PMP) a plus
- Strong executive communication, presentation skills, and ability to customize content for unique use cases
