Customer Success Manager

Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. As a Customer Success Manager, you will drive customer satisfaction, retention, and value realization, playing a key role in customer engagements and relationships.

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

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