As a Technical Customer Success Manager (TechCSM), you will join a team of experienced, creative and motivated people who are driving customer satisfaction and technical problem solving to improve their use of purchased products.

BitSight is a fast-growing SaaS company that has established itself as the standard in the nascent security ratings market. BitSight Security Ratings help companies manage the information security risk associated with their corporate network and their vendors as well as insurers looking to 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 colleges and universities.

As a TechCSM, you will be responsible for ensuring high levels of satisfaction, solving technical problems for customers, managing a queue to triage request assignments, and leveraging a deep understanding of functionality and best practice workflows. You will work closely with our sales, onboarding and customer success teams to handle training or issue resolution activities for a customer's BitSight program, identify up-sell opportunities and flag renewal risks. You will be partnered with our Customer Success/Account Management teams and have the opportunity to work cross-functionally with other BitSight teams such as support, product management, technical research and data science.

You will need the ability to organize, follow up, and be curious to learn reactive customer issues in order to provide continuous improvements to our customer's satisfaction levels. Your technical aptitude for preventing problems as well as solving them will turn your customers into BitSight advocates and ensure retention. 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

• Learn to be a power user of BitSight products, capabilities and services


• Primary point of contact for technical customer success assignments & request triaging


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


• Work with customer facing teams to identify health or renewal concerns and upsell opportunities


• Lead calls intended to troubleshoot and resolve issues


• Collect customer feedback and work with Product Management to proactively solve product issues


• Document interactions, paths to resolution, and successes for both customers and internal audiences


• Develop materials and presentations for internal enablement


• Set follow-up actions and provide timely updates on the status of active issues to all stakeholders


• Manage customers issues and satisfaction like a one-off project

Requirements

• Naturally curious and has the aptitude to continuously learn


• Strong verbal, written, and interpersonal skills, as well as excellent problem solving and organizational skills


• Must have experience working with customer facing teams pre and post-sales


• Ability to diagnose and prescribe clear resolution tactics on customer issues


• Security or risk management experience preferred


• Experience in technical problem solving with a proven track record of managing multiple projects to completion


• 3+ years of post-sales experience, engaging with customers for training/implementation/troubleshooting


• Experience or strong interest in the cybersecurity industry