Customer Success Manager

ABOUT BLACK KITEBlack Kite is the global leader in third-party cyber risk intelligence, trusted by more than 3,000 organizations worldwide. We give security and business leaders a continuous, outside-in view of their entire vendor ecosystem — translating complex cyber, financial, and compliance signals into clear, actionable risk intelligence.We go beyond open standards-based cyber ratings. Black Kite helps organizations make smarter risk decisions, strengthen business resilience, and scale their third-party cyber risk management programs in an increasingly complex digital environment. Our work has earned consistent recognition from customers and industry analysts alike.WHY BLACK KITEWe’re a fast-moving, high-impact team solving one of the most critical challenges in cybersecurity today. If you’re looking to do meaningful work alongside sharp, collaborative people — and grow your career in a space that matters — you’re in the right place.THE OPPORTUNITYBlack Kite is seeking a dynamic Customer Success professional responsible for managing accounts by allocating appropriate time to high-priority goals, requirements, and expansion opportunities. You must be capable of developing and maintaining relationships at all levels, including executive-level relationships through opportunity planning, executive involvement, and value selling. The right candidate will have the proper skills to develop a keen understanding of the customers' needs and challenges and help design solutions with lasting meaningful business impact. A complete understanding of the Cyber Security and Third-Party Risk industries is a plus.Within the Customer Success department, the Customer Success Manager will report directly to the Director, Customer Success.RESPONSIBILITIESBuild strong relationships with economic buyers, business champions, and technical championsEngage in consistent, proactive customer calls and meetings to positively impact customer loyaltyOnboard new customersProvide follow-up training to existing and new customersUse and leverage CRM tools (e.g., Salesforce)Use and leverage Customer Success tools (e.g., Gainsight, Vitally)Identify and qualify expansion opportunities resulting in elevated relationshipsWork with internal teams to resolve any technical issues and improve the product to meet customer demandsDevelop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metricsAnalyze platform usage data and help devise strategies leveraging our software to increase platform engagementRemain current on relevant industry and internal company products, pricing, markets, and developmentsWHAT YOU BRING3-5 years of relevant experienceExperience in SaaS platforms, preferably technical platformsDemonstrated success in achieving customer satisfaction through keeping customer commitments, resolving customer issues, and exceeding expectationsExperience in CRM/CS toolsStrong communication and presentation skillsExcellent written and oral communication skillsUnderstanding of the Cyber Security spaceGood technical aptitudeProficient with MS OfficeMust be detail-oriented, able to task-switch, meet deadlines and operate with minimal supervisionWHY YOU’LL LOVE BLACK KITECompetitive SalaryCompany Stock Options401k OptionsMedical, Dental & Vision CoverageFlexible PTO & generous holiday time offPaid Parental LeaveHybrid work environment with Commuter BenefitsThe base pay range for this role is $90K-$110K annually. Compensation at Black Kite is more than just base pay — we offer a total rewards program that includes performance-based bonuses, equity, flexible healthcare options, paid time off, and retirement savings programs. The annual base salary range for this position represents a nationwide market range and reflects a broad spectrum of salaries for this role across the United States. Actual compensation will depend on factors such as qualifications, skills, experience, and the scope, complexity, and location of the role