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Salary: USD 88,000 - 109,500 / annual
BitSight is a cyber risk management platform that helps enterprises and their third parties manage cybersecurity exposure, performance, and risk. The company has invented the cyber ratings industry and serves over 3,500 customers globally.
This Senior Customer Success Manager role focuses on strategic partnerships, particularly OEMs (Original Equipment Manufacturers) and insurance use cases. Unlike traditional CSM positions, this role emphasizes partner enablement, integration success, operational scalability, and commercial alignment.
You will serve as a trusted strategic advisor to C-suite and executive leadership at partners who utilize, embed, resell, or operationalize BitSight capabilities. You'll own a high-value portfolio of 50-80 strategic accounts, driving measurable success, deployment, adoption maturity, expansion revenue, and long-term retention. Key responsibilities include:
**Strategic Account & Revenue Leadership:** Own post-sales success for strategic and high-revenue OEM and insurance customers with direct accountability for net revenue retention (NRR) improvement, expansion revenue targets, and account retention. Serve as the primary executive point of contact and trusted advisor to partner C-suite and leadership teams. Develop multi-year partner success strategies aligned to business objectives, value realization metrics, and growth targets. Lead executive business reviews and strategic planning sessions. Qualify and evangelize expansion opportunities. Ensure consistent revenue retention and growth within the portfolio.
**Strategic Partnerships & Organizational Leadership:** Shape customer success strategy and playbooks for strategic partnerships. Mentor and develop CSMs and account management team members. Serve as the voice of strategic partner customers within the organization, influencing product roadmap and business strategy. Collaborate with leadership to define KPIs and organizational priorities for the strategic partnerships segment.
**Partner Enablement & Integration:** Align with Sales, Product, Engineering, and Professional Services to ensure seamless integration of BitSight capabilities into partner platforms. Advise partners on API-based integrations, data feeds, platform configurations, and scalability. Develop best-practice guidance on value goals, workflows, SLAs, and success metrics. Deliver partner-focused training and enablement content.
**Adoption & Value Realization:** Conduct value discovery workshops. Proactively monitor partner health signals, adoption milestones, NPS/CSAT, and usage trends. Guide partners through advanced product configuration and integration decisions. Present adoption metrics and risk assessments to stakeholders. Identify expansion pathways across modules and add-ons.
**Cross-Functional Collaboration:** Work with Sales to drive renewal rates and ACV expansion. Lead risk mitigation and renewal planning. Contribute to scalable CS processes and playbooks. Leverage operations tools (Gainsight, Salesforce, Pendo) for data-driven engagement.
This role requires some travel to visit customers onsite. If hired near a BitSight office (Boston, Raleigh, New York, Lisbon, Singapore), 3 days of in-office work is required; otherwise, hybrid/remote working models are supported.
**Requirements:**
- Post-sales or customer success experience in SaaS or software partnership environments (Customer Success, Strategic Account Management, Solutions Consulting, Professional Services, or Program Management)
- Proven track record managing large portfolios (80+ accounts) of enterprise, strategic, or high-revenue partner accounts with direct accountability for revenue retention, expansion, and NRR improvement
- Direct experience supporting OEM, MSSP, ISV, platform, or integration-driven customers; cybersecurity, threat intelligence, risk management, or insurance technology experience preferred
- Demonstrated expertise building and managing complex, C-suite level relationships across matrixed organizations; proven ability to influence executive decision-making
- Experience leading or contributing to scalable CS strategy, process design, or organizational best practices; track record of mentoring teams is a plus
- Background in insurance software, managed services, platform distribution models, or enterprise security software highly valued
- Strong technical aptitude with practical understanding of APIs, integrations, data feeds, and complex platform configurations
- Familiarity with cybersecurity concepts, threat intelligence workflows, MDR, SIEM/SOAR platforms, or risk management frameworks
- Experience advising on and supporting integrations across enterprise security ecosystems (SIEM, SOAR, EDR, GRC, ticketing systems, threat intelligence platforms)
- Comfort operating in technically sophisticated environments; ability to engage confidently with security practitioners, architects, and CISOs
- Exceptional executive communication and presentation skills; ability to influence stakeholders at all organizational levels
- Strong business acumen with ability to translate technical requirements into business outcomes and commercial value
- Proven ability to identify, analyze, and articulate expansion opportunities; understanding of commercial models, licensing, and partner margin dynamics
- Demonstrated project management excellence managing multiple concurrent complex engagements, timelines, and stakeholder expectations
- Consulting mindset with proven problem-solving, analytical, and strategic thinking capabilities
