Manager, Customer Success

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, and over 750 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote.

**Responsibilities**:

- Lead, coach, and develop an experienced team of Customer Success Managers, fostering a culture of accountability, support, and hard work.
- Define and drive strategies to maximize customer outcomes, retention, and expansion.
- Provide ongoing coaching and professional development to ensure team members meet performance and career growth objectives.
- Act as an escalation point for customer issues and work functionally with Sales, Product Management, and all internal teams to drive resolutions.
- Partner with Sales leadership to ensure seamless handoffs and alignment on customer goals and expectations.
- Monitor and analyze key performance metrics, providing insights and recommendations to improve customer outcomes, team efficiency, and retention.
- Drive process improvements and best practices that enhance customer engagement and value realization.
- Advocate for customers and CSMs by gathering and sharing feedback with internal teams to influence product and process enhancements.
- Maintain a strong understanding of Bitsight products, services, and industry trends to support your team and customers effectively.

**Requirements**:

- 5+ years of experience in customer success, account management, or a related field within a SaaS organization.
- 2+ years of experience in a leadership or people management role.
- Strong leadership, communication, and interpersonal skills, with the ability to engage stakeholders at all levels.
- Proven ability to mentor and develop high-performing teams.
- Experience with tools such as Salesforce, Gainsight, ChatGPT, and Pendo.
- Data-driven mindset with experience using KPIs and metrics to drive performance.
- Strong problem-solving skills and the ability to navigate complex customer challenges.
- Project management experience, capable of managing multiple priorities and meeting deadlines.
- A passion for cybersecurity and a desire to help organizations improve their security posture.
- Interest in our technology or product industry: enthusiastic about cybersecurity and security risk, eager to be a leader in the industry.

The primary language to support this team and product is English. Our team also includes fluent speakers in Portuguese, Spanish, and French. It would be advantageous to have skills in German or Italian.

Diversity: Bitsight is proud to be an equal opportunity employer, committed to providing equal employment opportunities regardless of gender identity, race, nationality, religion, sexual orientation, veteran status, or disability.

Culture: We prioritize our people, offering best-in-class benefits and fostering an inclusive culture. Working at Bitsight provides opportunities to fulfill professional goals and expand skills.

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