Associate Customer Success Manager

Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. Companies rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss.

Built on over a decade of technological innovation, its integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance, and data analysis.

• Over 750 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, Argentina, and remote
• Over 3000 customers trust Bitsight
• We invented the cyber ratings industry in 2011

Associate Customer Success Manager

Do you enjoy driving customer satisfaction and working with customers to find creative ways to solve business challenges? Are you excited about nurturing relationships with users and learning about their business requirements? If so, the BitSight customer success team might be a great fit.

BitSight is a fast-growing SaaS startup that has already established itself as the standard in the nascent security ratings market. BitSight Security Ratings help companies manage the information security risk associated with their vendors and insurers and understand the full extent of the risk they are assuming when underwriting cyber insurance policies. Our easy to understand ratings are integrated into processes at organizations ranging from the Fortune 100 to state universities.

As an Associate Customer Success Manager, you will be responsible for ensuring high levels of satisfaction, drive adoption, and expand the use of BitSight products at vendor sites. You will work closely with our Support, Product and CSM teams to identify and determine our client’s vendors needs. Your ability to organize, follow up, and be proactive about customer issues will provide continuous improvements to your customer’s satisfaction levels. Your technical aptitude for preventing problems as well as solving them will turn your customers into BitSight advocates and repeat customers. You should have great communications skills with the ability to work with customers ranging from IT security personnel through CISOs and other key stakeholders, and a proven track record for providing high levels of customer satisfaction.

Responsibilities:

• Primary point of contact for driving customer success
• Perform vendor on-boarding and training
• Perform strategic analysis of vendor engagement and network effect metrics
• Maintain and improve current vendor access program and workflows
• Support our customers and vendors in their efforts to successfully use and operationalize BitSight platforms
• Collect vendor feedback and work with Product Management to preemptively solve product issues
• Set follow-up actions and provide regular updates on the status of active issues to all stakeholders
• Develop materials and presentations for executive level training and reporting
• Manage vendor issues and satisfaction like a continuous project
• 1+ years of experience preferred
• Work with Customer Success and Sales to identify opportunities and issues
• Collaborate and organize both customer personnel and in-house resources to troubleshoot and resolve issues
• Document interactions, paths to resolution, and successes for both customers, vendors and internal audiences

Diversity. 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 also provides reasonable accommodations to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [email protected]. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

Qualified applicants with criminal histories 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.