Senior Customer Success Manager

BitSight Technologies; Boston (MA); Remote; USD 88,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid parental leave

Flexible time off

401(k) with company contributions

Life and disability insurance

Tuition reimbursement

Job summary

Bitsight is seeking a Senior Customer Success Manager to strategically manage the most valuable customer relationships, mentor junior CSMs, and influence customer strategy with minimal supervision.

You will own 90 Tier 3-4 engagements or 200+ customers, managing a $3.5M+ book and leading cross-functional initiatives to improve CS processes.

Qualifications

• 5-15 years of experience in customer success or enterprise roles.
• Expertise in cybersecurity and cyber risk management.
• Trusted advisor with large, complex multi-stakeholder accounts.
• Strong ARR expansion track record.
• Industry certifications preferred (CTPRP, CISSP, PMP, DASM).

Responsibilities

• Own strategic relationships and outcomes for the most complex accounts.
• Design multi-year strategic account plans and position Bitsight as a long-term partner.
• Conduct executive reviews showing business impact, differentiation.
• Build and maintain C-suite relationships with CISOs, CROs, and Board observers.
• Lead thought leadership through webinars, research, and advisory councils.
• Identify cross-functional opportunities to grow relationships.
• Mentor junior CSMs and assist recruiting.
• Lead initiatives to improve CS processes and proposed improvements.

Skills

Customer success

Account management

Enterprise accounts

Cybersecurity

Executive relationships

Public speaking

Strategic planning

Mentoring

Education

CTPRP

CISSP

PMP

DASM

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 position them to achieve transformational outcomes in cyber risk management. You serve as an SME across the organization, mentor junior CSMs, drive thought leadership, and influence customer strategy with minimal supervision and wide latitude for independent judgment.

Scope

You independently own 90 Tier 3-4 enterprise engagements (high spend/growth potential) or a scaled volume of 200+ customers with focus on moderate-to-high maturity engagements. You manage a $3.5M+ book of business or 30 strategic accounts. You lead initiatives to improve team processes and may manage your own account assignment and resource alignment.

Key Responsibilities

• Own strategic relationships and outcomes for the most complex, highest-value, or most strategic accounts.
• Design and execute multi-year strategic account plans anticipating customer evolution; position Bitsight as essential long-term partner.
• Conduct executive-level business reviews demonstrating business impact, competitive differentiation, and informing customer strategy.
• Build and maintain C-suite relationships (CISOs, CROs, Board observers); serve as strategic advisor on cyber risk and security outcomes.
• Drive thought leadership—webinars, research, roundtables, advisory councils that elevate customer maturity and position Bitsight as authority.
• Identify and develop cross-functional and cross-company opportunities expanding relationship depth and value.
• Mentor junior CSMs on strategy, account management, and customer relationships; help recruiting and team development.
• Lead initiatives and teams to improve CS processes; identify practice/process improvement areas and propose solutions.

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.

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.

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

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$88,000 to $109,500 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.

Benefits

• 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
• 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.