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Role Description

As part of the Customer Success team, this person will work with experienced, accountable professionals focused on customer retention, expansion, satisfaction, and time to value. We are looking for an execution-focused team member to own a high value book of customer accounts. This role is accountable for improving net revenue retention, with a strong focus on increasing renewal rates for key customers.

As a Key Account Customer Success Manager, you will serve as a strategic advisor to Bitsight’s most important customers, owning the overall post-sale relationship and ensuring customers achieve their desired outcomes with Bitsight’s solutions. You will be accountable for customer satisfaction, product adoption, value realization, and retention within a portfolio of high-value, complex accounts.

• Work closely with the Key Accounts Sales team, Product, Support, and other cross-functional teams to develop and execute customer success plans
• Identify expansion opportunities, mitigate renewal risk, and advocate for your customers internally
• Proactively guide customers through onboarding, adoption, and ongoing program management
• Align Bitsight’s capabilities to their evolving security and business priorities
• Take ownership and do what it takes to delight our customers
• Raise your voice when improvements are needed and anticipate challenges before they arise
• Ensure every interaction reinforces Bitsight’s value
• Organize complex initiatives, manage multiple stakeholders, and follow through with precision
• Engage confidently with audiences ranging from security practitioners and IT leaders to CISOs and executive stakeholders
• Combine proactive problem prevention with effective issue resolution

Qualifications

• 5 - 15 years of post-sales/pre-sales experience, including experience in Customer Success with a proven track record of successfully managing a portfolio of Enterprise Customers
• Ability to troubleshoot and solve customer issues independently
• Strong verbal, written, and interpersonal skills, as well as excellent planning and organizational skills
• Security or risk management experience preferred
• Consulting background strongly encouraged
• Occasional travel required

Requirements

• The anticipated hiring base salary range for this position is US$85,000 to $120,000 annually for US-based employees
• This range reflects the minimum and maximum target for new hire salaries for the position across all US locations
• Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training

Benefits

• Participation in a bonus or commission plan and an equity grant
• Competitive benefits package, including but not limited to medical, dental, and vision insurance
• Paid parental leave
• Flexible time off
• 401(k) plan with employee and company contribution opportunities
• Life and disability insurance
• Tuition reimbursement

Belonging & Inclusion

Bitsight is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

Culture

We put our people first. Bitsight offers best in class benefits. We devote the same energy to nurturing our company's inclusive culture as we apply to serving our customers' needs. Working at Bitsight will give you the opportunity to fulfill your professional goals and expand your skills.

Open-minded

If you got to this point, we hope you’re feeling excited about the job description you just read. Even if you don’t feel that you meet every single requirement, we still encourage you to apply. We’re eager to meet people that believe in Bitsight’s mission and can contribute to our team in a variety of ways.

Additional Information for United States of America Applicants

• Bitsight is committed to compliance with all fair employment practices regarding citizenship and immigration status.
• Bitsight will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

Massachusetts Applicants

• It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
• A qualified applicant with a criminal history will be considered for employment consistent with applicable law.
• This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act.