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Senior Customer Success Manager

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BitSight

12d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Boston
    Remote
  • Quick Apply

AI generated summary

  • You must have strong communication skills, manage customer relationships, collaborate with teams, handle multiple projects, adapt to issues, show enthusiasm for tech, and use tools like Salesforce and Gainsight.
  • You will onboard customers, build relationships with key stakeholders, mitigate churn, document interactions, advocate for improvements, and enhance team practices through research and initiatives.

Requirements

  • Strong verbal, written, and interpersonal skills, with excellent planning and organizational skills
  • Proven experience: a track record of managing high volume customer relationships and engagements
  • Experience working with sales and customer facing teams
  • Coachable and actively seeks constructive feedback without a fear of failure
  • Project management: can manage multiple projects simultaneously, prioritize, and meet deadlines
  • Independently adapt from the plan in order to troubleshoot and solve customer issues
  • Interest in the tech: enthusiastic about cybersecurity and eager to learn about the industry
  • Experience with common customer success tools like salesforce.com and Gainsight

Responsibilities

  • Become a power user of Bitsight products, capabilities and services
  • Onboard customers: Lead onboarding plans, ensuring a smooth deployment and rapid time-to-value
  • Engage professionally with users of free and paid access, creating relationships and generating CSQLs
  • Aide customers and partners in their efforts to deploy and operationalize the Bitsight platform and APIs
  • Build relationships: Build rapport with key stakeholders, from IT security practitioners to CISOs, based on their goals and challenges
  • Mitigate churn: Address concerns, issues, and assist renewals helping customers achieve value outcomes
  • Collaborate internally via Voice of Customer: Partner with other customer facing, and internal teams to advocate for customers and drive improvements
  • Consistently document notes, risks, and successes for customers and internal audiences
  • Give recommendations and provide updates on the status of active items to all stakeholders
  • Respond to all communication in a timely and professional manner
  • Perform research, develop skills and take initiative in ways that improve team best practices

FAQs

What is the primary responsibility of a Senior Customer Success Manager at Bitsight?

The primary responsibility is to onboard customers, lead deployment plans, and ensure a smooth transition to utilizing Bitsight products, while also building relationships with key stakeholders and mitigating churn.

What kind of experience is required for this position?

A proven track record of managing high volume customer relationships and engagements is required, along with experience working with sales and customer-facing teams.

Are there opportunities for growth within the company?

Yes, Bitsight encourages professional development and offers opportunities for team members to fulfill their professional goals and expand their skills.

What kind of tools should candidates be familiar with?

Candidates should have experience with common customer success tools such as Salesforce.com and Gainsight.

Is Bitsight committed to diversity in hiring?

Yes, Bitsight is proud to be an equal opportunity employer and is committed to providing equal employment opportunities regardless of various personal characteristics.

What does the salary range look like for this position?

The anticipated hiring base salary range for this position is between $85,000 and $105,000 annually for US-based employees, depending on work location and additional factors.

Does Bitsight offer any equity or bonus opportunities?

Yes, this role is eligible for participation in a bonus or commission plan, as well as an equity grant.

What benefits does Bitsight offer to its employees?

Bitsight offers a competitive benefits package that includes medical, dental, and vision insurance, paid parental leave, flexible time off, a 401(k) plan, life and disability insurance, and tuition reimbursement.

Are there any accommodations provided for individuals with disabilities?

Yes, Bitsight provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws.

Can individuals with criminal histories apply for this position?

Yes, qualified applicants with criminal histories will be considered for employment consistent with applicable law.

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BitSight

Technology
Industry
501-1000
Employees
2011
Founded Year

Mission & Purpose

BitSight provides cybersecurity ratings and risk management solutions to help organizations understand and improve their security posture. Their platform assesses and scores cybersecurity performance, offering insights into potential risks and vulnerabilities. BitSight’s mission is to enhance global cybersecurity by delivering actionable intelligence that enables organizations to manage and mitigate security risks effectively.