Senior Customer Success Manager

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

Pay and benefits

The anticipated hiring base salary range for this position is 88,000.00 - 109,500.00 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.