Director Customer Success

Bitsight; United States; Remote; USD 96,000 - 123,000; Full time

Job summary

Bitsight is seeking a Director of Customer Success to lead our international organization, including customers across EMEA, APAC, & LATAM. This leader will oversee a team of approximately 13 CSMs and senior staff, accountable for renewal and expansion outcomes in a globally distributed setup.

The role partners with Sales and Account Management, standardizes proactive engagement and risk management, and translates customer feedback into product priorities.

Qualifications

• 10+ years in Customer Success or related post-sale function in enterprise B2B SaaS.
• 5+ years of people leadership, including managers or multiple layers.
• Experience leading Customer Success across multiple segments.
• Strong track record developing managers and high-performing teams.
• Executive presence managing strategic relationships and escalations.
• Strong commercial judgment; understands adoption, risk, retention, expansion.
• Ability to operate across cultures, countries, and time zones.
• Experience in cybersecurity and industry priorities.

Responsibilities

• Lead, coach, and develop a geographically distributed Customer Success organization.
• Directly manage senior CSMs for strategic accounts and a down-market manager.
• Set and reinforce standards for proactive engagement, success planning, and risk management.
• Inspect account health and risk, create action plans, marshal resources.
• Build executive relationships and participate in complex escalations.
• Partner with Sales and Account Management on regional strategy and growth.
• Represent regional customer needs to Product, Enablement, Support, and other teams.
• Use data and AI-enabled methods to improve productivity and client experiences.

Skills

Customer Success

People leadership

Executive presence

Strategic relationships

Cross-cultural

Analytics

Tools

AI tools

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 insights into clear priorities and action..
• Experience working in cybersecurity and fluency in the priorities, challenges, and personas relevant to the industry..

Preferred Qualifications

• Experience leading Customer Success teams across EMEA, APAC, Latin America, or similarly diverse international markets..
• Experience guiding customers through technical adoption, maturity development, and organizational change..
• Fluency with AI tools and experience applying AI to improve Customer Success productivity, scale, and client experiences..
• Based in Ireland, the United Kingdom, or Portugal, ideally Lisbon for Portugal-based candidates..

What Success Looks Like

In the first 6-12 months, this leader will have:

• Established clear expectations, operating rhythms, and performance standards across the regional Customer Success organization..
• Strengthened the leadership capability of managers and senior CSMs while improving consistency across segments and geographies..
• Improved visibility into account health, adoption, customer risk, and regional priorities, with earlier intervention and stronger action planning..
• Deepened executive relationships with key customers and built an effective model for managing escalations..
• Improved adoption, engagement, renewal, and expansion outcomes through stronger execution and alignment with Sales, Account Management, Product, and other partners.

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:

85,760.00 - 110,000.00 EUR 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.