Director Customer Success

Bitsight Technologies; Lisboa; Remote; EUR 90,000 - 130,000; Full time

Job summary

Bitsight is seeking a Director of Customer Success to lead our international CS organization across EMEA, APAC & LATAM. This hands-on leader will manage ~13 CSMs, directing senior managers and coordinating with Sales and Account Management to drive renewals and expansions.

You'll report to the VP, Global Customer Success, shape regional standards, and partner with Product, Enablement and Support to deliver measurable value while navigating multiple time zones and cultures.

Qualifications

• 10+ years in Customer Success or related post-sale function in enterprise B2B SaaS.
• 5+ years of people leadership experience, including managing managers.
• Experience leading CS across multiple regions and segments.
• Proven ability to develop managers and senior contributors.

Responsibilities

• Lead a geographically distributed CS organization across EMEA, APAC & LATAM.
• Direct senior CSMs for strategic accounts and oversee down-market segments.
• Set proactive engagement standards, risk management, and success planning.
• Inspect account health, drive action plans, and secure renewals and expansions.
• Build executive relationships and partner with Sales and Account Management.

Skills

Leadership

Global teams

Cross-functional

Executive engagement

Strategic partnerships

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

Director, Customer Success, International

Reports to: Vice President, Global Customer Success

Location: Remote within approved countries. Ireland, the United Kingdom, or Portugal preferred, with a preference for Lisbon for Portugal-based candidates.

Travel: Regular travel across the region is expected for customer meetings, team engagement, and company events.

About the Role

Bitsight is seeking a Director of Customer Success to lead our international Customer Success organization, including customers across EMEA, APAC, & LATAM.

This leader will oversee a team of approximately 13 Customer Success Managers supporting customers across all segments. The role will directly manage several senior CSMs responsible for key and enterprise accounts, as well as a Manager, Customer Success Manager leading the down-market and APAC teams.

The Director will be accountable for consistent, high-quality Customer Success execution across the region, helping customers accelerate time to value, increase technical adoption, and achieve measurable outcomes with Bitsight. While Customer Success does not directly own commercial negotiations or revenue, this role will be measured primarily on renewal and expansion outcomes and will partner closely with Sales and Account Management leadership to achieve them.

The right candidate is an experienced, hands-on people leader who can develop strong managers and senior CSMs, establish clear standards, inspect customer risk, and confidently engage executive stakeholders. They will also serve as the voice of regional customers and CSMs across Bitsight, ensuring Product and other teams understand their needs and priorities.

What You'll Do

• Lead, coach, and develop a geographically distributed Customer Success organization supporting all customer segments across Bitsight's international markets..
• Directly manage senior CSMs responsible for strategic accounts and a Customer Success Manager overseeing down-market segments, building strong leadership capability and accountability at every level..
• Establish and reinforce clear standards for proactive customer engagement, professionalism, success planning, technical adoption, value realization, risk management, and escalation handling..
• Inspect account health and customer risk, ensuring teams identify issues early, create clear action plans, and mobilize the right resources to protect customer outcomes..
• Build trusted relationships with executives at key customers, participate in strategic customer engagements, and take an active role in complex escalations..
• Partner with Sales and Account Management leadership on regional account strategy, retention, and growth, while maintaining clear ownership of post-sale adoption and customer outcomes..
• Represent the needs of regional customers and CSMs to Product, Enablement, Support, and other cross-functional partners, translating feedback into actionable priorities..
• Use customer, adoption, and team performance data, along with AI-enabled ways of working, to improve team productivity, scale best practices, deliver better client experiences, and communicate regional priorities to executive leadership..

What You'll Bring

• 10+ years of experience in Customer Success or a related post-sale function within enterprise B2B SaaS..
• 5+ years of people leadership experience, including at least 2 years managing managers or leading through multiple layers..
• Experience leading Customer Success across multiple customer segments, from high-volume or down-market customers to complex global enterprises..
• A strong record of developing managers and senior individual contributors, raising performance standards, and building accountable, high-performing teams..
• Executive presence and experience managing strategic customer relationships, complex escalations, and high-stakes conversations..
• Strong commercial judgment and an understanding of how adoption, value realization, risk management, retention, and expansion connect, even when commercial ownership sits elsewhere..
• Ability to operate effectively across cultures, countries, and time zones within a geographically dispersed organization and customer base..
• Strong analytical, operational, and cross-functional leadership skills, with the ability to turn customer and team ins