Customer Success Manager

About the Role

As a CSM, you own the complete account lifecycle from post-sale through renewal and expansion. You're a trusted advisor who acts as a consultative partner, helping customers realize business value outcomes and maximize their investment. You balance time-to-value, product adoption, customer health, and revenue growth-driving measurable impact with minimal supervision.

Scope

You independently manage 50 Tier 3-4 customer engagements per quarter (typically lower-to-mid spend/growth potential in Enterprise and Commercial accounts) or a scaled volume of 200+ accounts. You own your book of customer success outcomes, account health, renewals, and expansion opportunities. Account assignment and resource alignment is co-managed with your manager.

Key Responsibilities

• Manage complete account lifecycle, owning renewals, retention, and expansion outcomes for assigned customers
• Develop and execute strategic account plans aligned to customer objectives, security maturity, and identified use cases
• Lead onboarding, operationalization, adoption, and maturity phases; proactively engage customers to ensure value realization
• Conduct outcome-based business reviews demonstrating how Bitsight intelligence directly impacts risk management and business goals
• Build and maintain relationships with key stakeholders (security directors, CISOs, risk leads), understanding their strategic initiatives
• Identify and develop expansion opportunities-new use cases, teams, product capabilities; partner with sales to advance conversations
• Proactively manage account health, identifying risk indicators and intervening before churn risk escalates
• Demonstrate advanced ability to identify and communicate upsell, cross-sell, and renewal likelihood in line with customer-defined goals

Competencies

• Strategic thinking: Look beyond tactical day-to-day needs; help customers see long-term value and ROI
• Account/customer management: Consistently identify account risk and take action to increase health; build relationships with executives
• Advanced platform & program knowledge: Expert on platform features, functionality, and customer program development
• Industry awareness: Understand industry trends, competitive positioning, new technologies, and threat landscape
• Communication & collaboration: Tailor approach to different stakeholder levels; collaborate across sales, support, product teams
• Data-driven execution: Use metrics to guide decisions, track progress, and demonstrate value; maintain CRM compliance

Experience & Qualifications

• 2-7 years of relevant work experience in customer success, account management, solutions consulting, or related B2B SaaS role
• Deep familiarity with cybersecurity, risk management, or governance frameworks (NIST, ISO); industry awareness preferred
• Proven track record managing customer renewals, retention, and expansion outcomes
• Bachelor's degree or international equivalent; advanced education or certifications (CTPRP, CISSP, PMP) a plus
• Strong executive communication, presentation skills, and ability to customize content for unique use cases

Pay and benefits

The anticipated hiring base salary range for this position is 63,700.00 - 80,000.00 USD Annual 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. 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.

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.

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.

This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act.