Senior Customer Success Manager - Strategic Partnerships

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 3500 customers trust Bitsight
• Over 600 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote

About the Role

The Strategic Partnerships Customer Success Manager is a senior business operator with a strategic vision, responsible for owning the post-sale success, value adoption, expansion, and retention of Bitsight's most strategic customer accounts; including OEMs (Original Equipment Manufacturers), and Insurance use cases.

Unlike traditional CSM roles, this position emphasizes partner enablement, integration success, operational data scalability, and commercial alignment. You will serve as a trusted strategic advisor to the C-suite and executive leadership at partners who utilize, embed, resell, or operationalize Bitsight capabilities within their own offerings and service delivery models.

This is a role with significant strategic influence in our business. You will own a high-value portfolio (50-80 accounts), responsible for driving measurable success, deployment, adoption maturity, expansion revenue, and long-term retention. You will be accountable for improving net revenue retention, identifying and qualifying expansion opportunities, and positioning critical partnerships for predictable, scalable growth. Beyond your individual portfolio, you will shape and lead the strategic partnerships customer success function, mentor team members, and influence company-wide partner strategy.

This role is ideal for a person with sophisticated strategic judgment who combines deep technical and domain expertise with executive-level relationship management, commercial acumen, and organizational influence. You'll thrive at the intersection of customer success, strategic partnerships, solutions consulting, and revenue acceleration. You will have the autonomy to drive transformational partnerships and the future of how Bitsight scales with strategic partners. If you are hired near one of our offices, 3 days of in-office work is required, if not we also support hybrid/remote working models. 

Responsibilities

Strategic Account & Revenue Leadership

• Own post-sales success for a portfolio of the company's strategic and high-revenue OEM, and insurance customers, with direct accountability for NRR improvement, expansion revenue targets, and retention of critical accounts

• Serve as the primary executive point of contact and trusted strategic advisor to the partner C-suite, executive leadership, product management, engineering, research and operations teams

• Develop and execute comprehensive, multi-year partner success strategies aligned to executive buyers business objectives, value realization metrics, competitive positioning, and growth targets

• Own the qualification of expansion: identify, evangelize, structure, and partner with sales on high-value expansion opportunities including driven by signals such as; usage, new modules, adjacent solutions, vertical expansion, and strategic initiatives

• Lead executive business reviews and strategic partnership planning sessions, presenting adoption metrics, value realization, competitive benchmarking, roadmap alignment, and renewal/expansion readiness to C-level executives. This role will require some travel to visit customers onsite. 

• Ensure consistent, predictable revenue retention and growth within the strategic partnership portfolio; drive partner satisfaction and Net Promoter Score (NPS)

Strategic Partnerships & Organizational Leadership

• Shape and evolve the customer success strategy and playbooks for strategic partnerships, establishing customer defined goals and maturity; best practices, frameworks, and scalable processes that other CSMs and teams can leverage

• Mentor and develop CSMs and account management team members on strategic partnership management, executive engagement, and relationship dynamics

• Serve as a voice of strategic partner customers within the organization; influence product roadmap, feature prioritization, business and technical strategy based on partner feedback and market positioning

• Collaborate with the CRO, VP and Director of Customer Success to define KPIs, success metrics, and organizational priorities for the strategic partnerships segment

• Contribute to cross-functional strategy sessions on partner ecosystem development, GTM alignment, and long-term partnership growth strategy

Partner Enablement & Integration

• Align closely with Sales, Product Management, Engineering, Sales Engineering, Professional Services, and Support teams to ensure seamless integration and implementation of Bitsight capabilities into partner platforms and workflows

• Advise partners on API-based integrations, data feeds, platform configurations, and operational scalability requirements specific to their OEM, or insurance models

• Develop best-practice guidance on value goals, maturity, workflows, SLAs, success metrics, and competitive positioning tied to Bitsight-powered offerings

• Deliver partner-focused training, enablement content, digital touchpoints and certification programs for partner teams and personas

• Serve as a liaison between partners and Bitsight technical teams, advocating for needs, identifying gaps, managing expectations and contributing to product roadmap alignment

Adoption & Value Realization

• Conduct value discovery workshops to align capabilities with partner strategies, workflows, objectives, and models

• Proactively monitor partner health signals, adoption milestones, NPS/CSAT, product usage trends, and time-to-value metrics to identify risk, drive adoption, and accelerate ROI

• Guide partners through advanced product configuration, threat data operationalization, and integration decisions with their existing security infrastructure

• Present adoption metrics, usage insights, and risk assessments to internal and external stakeholders, demonstrating platform effectiveness and value delivery

• Identify expansion pathways across increased coverage, advanced modules, add-ons, and cross-sell opportunities within partner customer bases

Cross-Functional Collaboration & Execution

• Work with Sales to drive high renewal rates, expansion of ACV, and partnership customer business evolution

• Lead risk mitigation strategies and renewal planning to ensure proactive engagement and strong expansion narratives

• Contribute 10%+ of time to scalable CS processes and playbooks that support repeatable partner success and predictable revenue performance

• Leverage operations tools (Claude, Gainsight, Salesforce, Pendo and related CS tooling) to deliver data-driven, scalable partner engagement

• Champion the partner's voice internally, advocating for their needs and identifying systemic improvements to support partner growth

Requirements

Experience & Background

• Post-sales or customer success experience including Customer Success, Strategic Account Management, Solutions Consulting, Professional Services, or Program Management in SaaS or software partnership environments

• Proven track record managing large portfolios (80+ accounts) of enterprise, strategic, or high-revenue partner accounts with direct accountability for revenue retention, expansion, and NRR improvement 

• Direct experience supporting OEM, MSSP, ISV, platform, or integration-driven customers; experience in cybersecurity, threat intelligence, risk management, or insurance technology platforms is preferred

• Demonstrated expertise building and managing complex, C-suite level relationships across matrixed organizations; proven ability to influence executive decision-making and drive strategic alignment

• Experience leading or contributing to scalable CS strategy, process design, or organizational best practices; track record of mentoring and developing teams is a plus

• Background in insurance software, managed services, platform distribution models, or enterprise security software is highly valued

Technical & Domain Expertise

• Strong technical aptitude with practical understanding of APIs, integrations, data feeds, and complex platform configurations

• Familiarity with cybersecurity concepts, threat intelligence workflows, managed detection and response (MDR), SIEM/SOAR platforms, or risk management frameworks

• Experience advising on and supporting integrations across enterprise security ecosystems (e.g., SIEM, SOAR, EDR, GRC, ticketing systems, threat intelligence platforms)

• Comfort operating in technically sophisticated environments; ability to engage confidently with security practitioners, architects, and CISOs

Business & Relationship Skills

• Exceptional executive communication and presentation skills; ability to influence and align stakeholders at all organizational levels

• Strong business acumen with ability to translate technical requirements into business outcomes and commercial value

• Proven ability to identify, analyze, and articulate expansion opportunities; understand commercial models, licensing, and partner margin dynamics

• Demonstrated project management excellence, including managing multiple concurrent complex engagements, timelines, and stakeholder expectations

• Consulting mindset with proven problem-solving, analytical, and strategic thinking capabilities

The anticipated hiring base salary range for this position is 88,000.00 - 109,500.00 USD Annual for US-based employees. This range reflects the minimum and maximum target for new hire salaries for the position across all US locations, is based on a full-time work schedule, and is Bitsight’s good faith estimate as of the date of this posting. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

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.

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.

This role uses AI-assisted transcription during the interview process. All hiring decisions are made by our recruitment team.

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. An employer who violates this law shall be subject to criminal penalties and civil liability.

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.