What are the responsibilities and job description for the Customer Success Manager position at Black Kite?
About Black Kite
Black 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 KITE
We'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.
About The Role
Black 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.
Responsibilities
Black 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 KITE
We'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.
About The Role
Black 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.
Responsibilities
- Build strong relationships with economic buyers, business champions, and technical champions
- Engage in consistent, proactive customer calls and meetings to positively impact customer loyalty
- Onboard new customers
- Provide follow-up training to existing and new customers
- Use 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 relationships
- Work with internal teams to resolve any technical issues and improve the product to meet customer demands
- Develop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics
- Analyze platform usage data and help devise strategies leveraging our software to increase platform engagement
- Remain current on relevant industry and internal company products, pricing, markets, and developments
- 3-5 years of relevant experience
- Experience in SaaS platforms, preferably technical platforms
- Demonstrated success in achieving customer satisfaction through keeping customer commitments, resolving customer issues, and exceeding expectations
- Experience in CRM/CS tools
- Strong communication and presentation skills
- Excellent written and oral communication skills
- Understanding of the Cyber Security space
- Good technical aptitude
- Proficient with MS Office
- Must be detail-oriented, able to task-switch, meet deadlines and operate with minimal supervision
- Competitive Salary
- Company Stock Options
- 401k Options
- Medical, Dental & Vision Coverage
- Flexible PTO & generous holiday time off
- Paid Parental Leave
- Hybrid work environment with Commuter Benefits
Salary : $90,000 - $110,000