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