Strategic CS Manager - Cyber Risk SaaS | Equity & PTO

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

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.