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Customer Success Manager
Bitsight · Boston, MA · Posted 36 days ago
Manage 50-200+ customer accounts across Enterprise and Commercial segments, owning the complete lifecycle from onboarding through renewal and expansion in the fast-growing cybersecurity space.
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
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This role is one of 684 Customer Success Manager openings and centers on Customer Success, Account Management, Renewals Management, and B2B SaaS. There are 37 open roles at Bitsight right now.
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