Customer Success Manager

Glasswing Ventures; Boston (MA); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Performance-based bonuses

Equity

Flexible healthcare options

Paid time off

Retirement savings programs

Job summary

Black Kite, based in Boston, seeks a dynamic Customer Success Manager to manage accounts and drive value for enterprise customers. You will develop executive relationships, onboard new clients, and coordinate training while utilizing CRM tools to sustain engagement and growth.

You report to the Director, Customer Success and work with cross-functional teams to resolve issues and optimize the customer journey. 3–5 years in SaaS customer success preferred.

Qualifications

• 3-5 years of relevant experience in SaaS customer success.
• Ability to develop executive-level relationships and manage expansion opportunities.
• Strong communication and presentation skills; customer-focused and results-driven.

Responsibilities

• Build relationships with economic buyers and technical champions.
• Lead onboarding and provide follow-up training to customers.
• Conduct proactive customer calls and meetings to drive loyalty and adoption.
• Collaborate with internal teams to resolve issues and improve product fit.
• Monitor customer health and platform usage; identify expansion opportunities.

Skills

Relationship management

Communication

Presentation

Customer onboarding

Training

Analytical thinking

Tools

Salesforce

Gainsight

Vitally

MS Office

Job description

ABOUT BLACK KITE

Black Kite is the global leader in third-party cyber risk intelligence, trusted by more than 3,000 organizations worldwide. We give security and business leaders a continuous, outside-in view of their entire vendor ecosystem — translating complex cyber, financial, and compliance signals into clear, actionable risk intelligence.

We go beyond open standards-based cyber ratings. Black Kite helps organizations make smarter risk decisions, strengthen business resilience, and scale their third-party cyber risk management programs in an increasingly complex digital environment. Our work has earned consistent recognition from customers and industry analysts alike.

WHY BLACK KITE

We're a fast-moving, high-impact team solving one of the most critical challenges in cybersecurity today. If you're looking to do meaningful work alongside sharp, collaborative people — and grow your career in a space that matters — you're in the right place.

THE OPPORTUNITY

Black Kite is seeking a dynamic Customer Success professional responsible for managing accounts by allocating appropriate time to high-priority goals, requirements, and expansion opportunities. You must be capable of developing and maintaining relationships at all levels, including executive-level relationships through opportunity planning, executive involvement, and value selling. The right candidate will have the proper skills to develop a keen understanding of the customers' needs and challenges and help design solutions with lasting meaningful business impact. A complete understanding of the Cyber Security and Third-Party Risk industries is a plus.

Within the Customer Success department, the Customer Success Manager will report directly to the Director, Customer Success.

WHAT YOU'LL OWN

• Build strong relationships with economic buyers, business champions, and technical champions
• Engage in consistent, proactive customer calls and meetings to positively impact customer loyalty
• Onboard new customers
• Provide follow-up training to existing and new customers
• Use and leverage CRM tools (e.g., Salesforce)
• Use and leverage Customer Success tools (e.g., Gainsight, Vitally)
• Identify and qualify expansion opportunities resulting in elevated relationships
• Work with internal teams to resolve any technical issues and improve the product to meet customer demands
• Develop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics
• Analyze platform usage data and help devise strategies leveraging our software to increase platform engagement
• Remain current on relevant industry and internal company products, pricing, markets, and developments

WHAT YOU BRING

• 3-5 years of relevant experience
• Experience in SaaS platforms, preferably technical platforms
• Demonstrated success in achieving customer satisfaction through keeping customer commitments, resolving customer issues, and exceeding expectations
• Experience in CRM/CS tools
• Strong communication and presentation skills
• Excellent written and oral communication skills
• Understanding of the Cyber Security space
• Good technical aptitude
• Proficient with MS Office
• Must be detail-oriented, able to task-switch, meet deadlines and operate with minimal supervision

The base pay range for this role is $90K-$110K annually. Compensation at Black Kite is more than just base pay — we offer a total rewards program that includes performance-based bonuses, equity, flexible healthcare options, paid time off, and retirement savings programs. The annual base salary range for this position represents a nationwide market range and reflects a broad spectrum of salaries for this role across the United States. Actual compensation will depend on factors such as qualifications, skills, experience, and the scope, complexity, and location of the role.