Senior Customer Success Manager

Cacheflow; Boston (MA); On-site; USD 88,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid parental leave

Flexible time off

401(k) plan with employer contribution

Life and disability insurance

Tuition reimbursement

Job summary

Bitsight is seeking a Senior Customer Success Manager to strategically lead high-value accounts and drive transformational outcomes for enterprise clients. You will mentor other CSMs, contribute to thought leadership, and influence cross-functional customer strategies with minimal supervision.

You will manage 40-60+ accounts or 250+ engagements, with a focus on mature customers and opportunities for ARR expansion, working from our US offices.

Qualifications

• 5-15 years in customer success, account management, solutions consulting, or enterprise roles.
• Expertise in cybersecurity and cyber risk management; trusted advisor on security strategy.
• Proven success managing large, complex, multi-stakeholder accounts through full lifecycle with ARR expansion.

Responsibilities

• Own strategic relationships and outcomes for high-value accounts.
• Design and execute multi-year strategic account plans.
• Conduct executive business reviews demonstrating business impact.
• Build and maintain C-suite relationships as a trusted cyber risk advisor.
• Drive thought leadership initiatives to elevate customer maturity.
• Identify and develop cross-functional expansion opportunities.
• Mentor junior CSMs on account strategy and relationships.
• Lead initiatives to improve CS processes and practice effectiveness.

Skills

Strategic thinking

Executive presence

Industry expertise

Thought leadership

Mentorship

Cross-functional influence

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 lead them to achieve transformational outcomes with Bitsight. You serve as an SME across the organization, mentor other CSMs, drive thought leadership, and influence customer strategy with minimal supervision and a comfortability with independent judgment.

Scope

You independently own 40-60+ accounts (high spend/growth potential) or a scaled volume of 250+ customer engagements with a focus on moderate-to-high maturity activity. You lead initiatives to improve team processes and may manage your own account assignments, engagement plan and resource alignment.

Key Responsibilities

• Own strategic relationships and outcomes for high-value accounts
• Design and execute multi-year strategic account plans
• Conduct executive business reviews demonstrating business impact
• Build and maintain C-suite relationships as a trusted cyber risk advisor
• Drive thought leadership initiatives to elevate customer maturity
• Identify and develop cross-functional expansion opportunities
• Mentor junior CSMs on account strategy and relationships
• Lead initiatives to improve CS processes and practice effectiveness

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.

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.

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.

• 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

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 not 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.