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Senior Customer Success Manager
Bitsight · Boston, MA · Posted 36 days ago
Manage 90+ complex enterprise accounts and mentor junior CSMs while driving strategic thought leadership that positions customers as cyber risk leaders.
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
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This role is one of 684 Customer Success Manager openings and centers on Customer Success Management, Account Management, Enterprise Relationship Management, and Cybersecurity. There are 37 open roles at Bitsight right now.
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