Customer Success Manager

BitSight Technologies; Boston (MA); On-site; USD 64,000 - 80,000; Full time

Job summary

Bitsight is seeking a customer success manager (CSM) in Boston to own the complete account lifecycle from post-sale through renewal and expansion. You will act as a trusted advisor, driving value realization, adoption, and measurable business impact with minimal supervision.

You will manage 50 Tier 3-4 engagements per quarter or 200+ accounts, shaping strategic plans and coordinating with sales for expansions, while monitoring health and churn risk and communicating ROI to key stakeholders.

Qualifications

• Strategic, long-term account planning aligned to customer goals and security maturity.
• Renewals, retention, and expansion outcomes ownership.
• Executive communication and posture tailored to security leaders.

Responsibilities

• Manage complete account lifecycle, renewals, retention, and expansion.
• Develop and execute strategic account plans aligned to customer objectives and use cases.
• Lead onboarding, adoption, and maturity phases to realize value.
• Conduct outcome-based reviews showing how Bitsight improves risk management.
• Build relationships with security leaders and executives to drive expansion.

Skills

Strategic thinking

Account management

Advanced platform knowledge

Industry awareness

Communication & collaboration

Data-driven execution

Education

Bachelor's degree

Certifications (CTPRP, CISSP, PMP) a plus

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 CSM, you own the complete account lifecycle from post-sale through renewal and expansion. You're a trusted advisor who acts as a consultative partner, helping customers realize business value outcomes and maximize their investment. You balance time-to-value, product adoption, customer health, and revenue growth—driving measurable impact with minimal supervision.

Scope

You independently manage 50 Tier 3-4 customer engagements per quarter (typically lower-to-mid spend/growth potential in Enterprise and Commercial accounts) or a scaled volume of 200+ accounts. You own your book of customer success outcomes, account health, renewals, and expansion opportunities. Account assignment and resource alignment is co-managed with your manager.

Key Responsibilities

• Manage complete account lifecycle, owning renewals, retention, and expansion outcomes for assigned customers
• Develop and execute strategic account plans aligned to customer objectives, security maturity, and identified use cases
• Lead onboarding, operationalization, adoption, and maturity phases; proactively engage customers to ensure value realization
• Conduct outcome-based business reviews demonstrating how Bitsight intelligence directly impacts risk management and business goals
• Build and maintain relationships with key stakeholders (security directors, CISOs, risk leads), understanding their strategic initiatives
• Identify and develop expansion opportunities—new use cases, teams, product capabilities; partner with sales to advance conversations
• Proactively manage account health, identifying risk indicators and intervening before churn risk escalates
• Demonstrate advanced ability to identify and communicate upsell, cross-sell, and renewal likelihood in line with customer-defined goals

Competencies

• Strategic thinking: Look beyond tactical day-to-day needs; help customers see long-term value and ROI
• Account/customer management: Consistently identify account risk and take action to increase health; build relationships with executives
• Advanced platform & program knowledge: Expert on platform features, functionality, and customer program development
• Industry awareness: Understand industry trends, competitive positioning, new technologies, and threat landscape
• Communication & collaboration: Tailor approach to different stakeholder levels; collaborate across sales, support, product teams
• Data-driven execution: Use metrics to guide decisions, track progress, and demonstrate value; maintain CRM compliance

Experience & Qualifications

• 2-7 years of relevant work experience in customer success, account management, solutions consulting, or related B2B SaaS role
• Deep familiarity with cybersecurity, risk management, or governance frameworks (NIST, ISO); industry awareness preferred
• Proven track record managing customer renewals, retention, and expansion outcomes
• Bachelor's degree or international equivalent; advanced education or certifications (CTPRP, CISSP, PMP) a plus
• Strong executive communication, presentation skills, and ability to customize content for unique use cases

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.

Additional Information for United States of America Applicants

Bitsight is committed to compliance with all fair employment practices regarding citizenship and immigration status. Bitsight will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Qualified applicants with criminal histories will be considered for employment consistent with applicable law.

This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act.

The anticipated hiring base salary range for this position is US$63,700 to $79,600 annually for US-based employees. This range reflects the minimum and maximum target for new hire salaries for the position across all US locations, is based on a full-time work schedule, and is Bitsight’s good faith estimate as of the date of this posting. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

In addition to base salary, this role is eligible for participation in a bonus or commission plan and an equity grant.

Bitsight also offers a competitive benefits package, including but but limited to medical, dental, and vision insurance; paid parental leave; flexible time off; a 401(k) plan with employee and company contribution opportunities; life and disability insurance; and tuition reimbursement.

Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. Global enterprises, governments, and organizations rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss. When unrelenting market pressure pushes organizations to uncertainty and caution, they turn to Bitsight to confidently navigate cyber risk and grow with confidence. Bitsight’s universally recognized risk standard and market-leading data provides actionable insights into how companies set and manage to standards and report results to internal and external stakeholders. Built on over a decade of technological innovation, Bitsight’s integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance, and data analysis. Bitsight is on a mission to free the global economy from the material impact of cyber incidents.