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Salary: USD 88,000 - 109,500 / annual
BitSight is a cyber risk management leader that helps companies manage exposure, performance, and risk across their own operations and third-party ecosystems. The company invented the cyber ratings industry in 2011 and now serves over 3,500 customers with a team of 600+ distributed across Boston, Raleigh, New York, Lisbon, Singapore, and remote locations.
As a Senior Customer Success Manager, you will serve as a strategic advisor and industry expert managing the company's most complex, highest-value customer relationships. Your role goes beyond ensuring renewals—you will lead customers to achieve transformational outcomes with BitSight's solutions. You will function as a subject matter expert across the organization, mentor junior CSMs, drive thought leadership initiatives, and influence customer strategy with minimal supervision and strong independent judgment.
You will independently own 40-60+ high-spend/growth-potential accounts or manage a scaled volume of 250+ customer engagements focused on moderate-to-high maturity activity. You will lead initiatives to improve team processes and may manage your own account assignments, engagement plans, and resource alignment.
Key responsibilities include: owning strategic relationships and outcomes for high-value accounts; designing and executing multi-year strategic account plans; conducting executive business reviews that demonstrate business impact; building and maintaining C-suite relationships as a trusted cyber risk advisor; driving thought leadership initiatives to elevate customer maturity; identifying and developing cross-functional expansion opportunities; mentoring junior CSMs on account strategy and relationships; and leading initiatives to improve customer success processes and practice effectiveness.
You should possess strategic vision (seeing accounts through a 2-3 year lens and anticipating customer needs), executive presence (commanding credibility with C-suite stakeholders and navigating complex organizational dynamics), deep industry and technical expertise in cyber risk trends and frameworks, recognized thought leadership across the organization, strong mentorship and team leadership capabilities, and the ability to influence cross-functionally without direct authority.
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 a trusted advisor on security strategy
- Proven success managing large, complex, multi-stakeholder accounts through full lifecycle with strong ARR expansion track record
- Industry certifications preferred (CTPRP, CISSP, PMP, DASM); in-depth understanding of compliance, governance, and threat landscape
- Executive relationship management and C-level communication experience; public speaking and thought leadership presence
