Senior Customer Success Manager

BitSight; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Benefits offered by this job

Equity grant

Incentive program

Comprehensive benefits

Job summary

Bitsight, a leader in cyber risk management, seeks a Senior Customer Success Manager in the UK/Portugal. You will manage 40–60+ strategic accounts or 250+ engagements, driving transformational outcomes and executive-level impact.

You’ll mentor others, shape account strategy, and expand opportunities while collaborating across functions to ensure lasting value for Bitsight customers. The role requires a proven track record in customer success, strategic planning, and cross-functional leadership.

Qualifications

• 5-15 years in customer success, account management, solutions consulting, or enterprise roles.
• Expertise in cybersecurity, cyber risk management, and industry trends; recognized as trusted advisor on security strategy.
• Proven success managing large, complex, multi-stakeholder accounts through full lifecycle; strong ARR expansion track record.
• Industry certifications preferred (CTPRP, CISSP, PMP, DASM); in-depth understanding of compliance, governance, threat landscape.
• Executive relationship management and C-level communication experience; public speaking and thought leadership presence.

Responsibilities

• Own strategic relationships and outcomes for high-value accounts
• Design and execute multi-year strategic account plans
• Conduct executive business reviews demonstrating business impact
• Build and maintain C-suite relationships as a trusted cyber risk advisor
• Drive thought leadership initiatives to elevate customer maturity
• Identify and develop cross-functional expansion opportunities
• Mentor junior CSMs on account strategy and relationships
• Lead initiatives to improve CS processes and practice effectiveness

Skills

Strategic account management

Executive relationships

Cross-functional collaboration

Thought leadership

Mentorship

C-suite communication

Job description

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 3500 customers trust Bitsight
• Over 600 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote

About the Role

As a Senior CSM, you’re a strategic advisor and industry expert managing the most complex, highest-value customer relationships. You don't just ensure customers renew—you lead them to achieve transformational outcomes with Bitsight. You serve as an SME across the organization, mentor other CSMs, drive thought leadership, and influence customer strategy with minimal supervision and a comfortability with independent judgment.

Scope

You independently own 40-60+ accounts (high spend/growth potential) or a scaled volume of 250+ customer engagements with a focus on moderate-to-high maturity activity. You lead initiatives to improve team processes and may manage your own account assignments, engagement plan and resource alignment.

Key Responsibilities

• Own strategic relationships and outcomes for high-value accounts
• Design and execute multi-year strategic account plans
• Conduct executive business reviews demonstrating business impact
• Build and maintain C-suite relationships as a trusted cyber risk advisor
• Drive thought leadership initiatives to elevate customer maturity
• Identify and develop cross-functional expansion opportunities
• Mentor junior CSMs on account strategy and relationships
• Lead initiatives to improve CS processes and practice effectiveness

Competencies

• Strategic visionary: See accounts through 2-3 year lens; anticipate customer needs and competitive positioning
• Executive presence: Command credibility with C-suite stakeholders; navigate complex organizational dynamics
• Industry/technical expertise: In-depth understanding of cyber risk trends, frameworks, threat landscape, and competitive positioning
• Thought leadership: Recognized as SME across organization; contribute to blogs, white papers, marketing events, industry panels
• Mentorship & team leadership: Elevate junior CSMs; help with recruiting; ensure ongoing learning and development
• Cross-functional influence: Represent customer voice in strategy; drive outcomes across teams without direct authority

Experience & Qualifications

• 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 trusted advisor on security strategy
• Proven success managing large, complex, multi-stakeholder accounts through full lifecycle; strong ARR expansion track record
• Industry certifications preferred (CTPRP, CISSP, PMP, DASM); in-depth understanding of compliance, governance, threat landscape
• Executive relationship management and C-level communication experience; public speaking and thought leadership presence

Location & Language Requirements

• Candidate must be located in either Portugal or the UK
• Candidate must speak French
• Additional languages are a significant plus

Additional Information for European Union Applicants

Bitsight is committed to full pay transparency in accordance with the EU Pay Transparency Directive. The compensation elements outlined below represent a good faith estimate effective as of the date of this posting and may be modified in the future. The total rewards package for this position includes:

80,000.00 - 100,000.00 GBP AnnualOffered an equity grant and opportunity to participate in an incentive compensation (bonus or commission) program.

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 [e-mail]. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

This role uses AI-assisted transcription during the interview process. All hiring decisions are made by our recruitment team.