Senior Customer Success Manager

Bitsight Technologies - Boston, MA

Full-time - Entry Level

Boston, MA

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager at Bitsight plays a crucial role in ensuring customer satisfaction and success with Bitsight's cybersecurity products and services. This position involves onboarding new customers, building strong relationships with key stakeholders, and advocating for customer needs internally. The role is designed to mitigate churn by addressing customer concerns and ensuring they achieve value outcomes from their engagement with Bitsight's platform.

Responsibilities

• Become a power user of Bitsight products, capabilities, and services.
• Lead onboarding plans, ensuring a smooth deployment and rapid time-to-value for customers.
• Engage professionally with users of free and paid access, creating relationships and generating Customer Success Qualified Leads (CSQLs).
• Assist customers and partners in deploying and operationalizing the Bitsight platform and APIs.
• Build rapport with key stakeholders, from IT security practitioners to CISOs, based on their goals and challenges.
• Address customer concerns and assist with renewals to help customers achieve value outcomes.
• Collaborate internally to advocate for customers and drive improvements based on their feedback.
• Document notes, risks, and successes for customers and internal audiences.
• Provide recommendations and 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 to improve team best practices.

Requirements

• Strong verbal, written, and interpersonal skills, with excellent planning and organizational skills.
• Proven experience managing high volume customer relationships and engagements.
• Experience working with sales and customer-facing teams.
• Ability to manage multiple projects simultaneously, prioritize, and meet deadlines.
• Independently adapt from the plan to troubleshoot and solve customer issues.
• Interest in cybersecurity and eagerness to learn about the industry.
• Experience with common customer success tools like Salesforce.com and Gainsight.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid parental leave
• Flexible time off
• 401(k) plan with employee and company contributions
• Life insurance
• Disability insurance
• Tuition reimbursement