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Senior Customer Success Manager

BitSight

BitSight

Customer Service, Sales & Business Development
Germany · Remote
Posted on Monday, April 8, 2024

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.

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

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.

As a Senior Customer Success Manager, you will be responsible for ensuring high levels of satisfaction, driving adoption, expanding the use of BitSight products at customer sites, and managing customer programs. You will work closely with our sales team to identify up-sell opportunities and renewal risks and be engaged with cross-functional teams to successfully manage and resolve all issues affecting your customers. 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.

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 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.

Responsibilities

  • Primary point of contact for designated accounts, serving as a advocate for customer needs to drive success

  • Support our customers and partners in their efforts to successfully use and operationalize BitSight platforms

  • Perform customer on-boarding, health checks, conduct business reviews, and proactively alert customers of any impending issues

  • Collaborate with Product Management for product enhancement requests

  • Develop materials and presentations for C-Suite executives for business reviews

  • Drive internal process improvement initiatives

  • Implement risk mitigation plans jointly with the Sales Account Manager

Requirements

  • 5-8 years of post-sales/pre-sales, including experience in Customer Success with a proven track record of successfully managing a portfolio of Enterprise Customers

  • Candidate located in Germany and is fluent in German and English

  • 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

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.