Customer Success Manager
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Job Description
Customer Success Manager at Bitsight driving client satisfaction and retention in cybersecurity solutions. Engage with users and collaborate to enhance product delivery and streamline support.
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
Benefits:
- 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
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