What are the responsibilities and job description for the Digital Customer Success Manager position at Black Kite?
Black Kite is defining the TPCRM market, and our customers rely on us to give them a complete, true understanding of their cyber ecosystem risk. As our customer base grows, so does the need to deliver a great experience at every tier.
This is a new role, and it comes with real ownership. The Digital Customer Success Manager, reporting to the Director of Customer Success Operations, will build and lead Black Kite's tech touch program from the ground up, using the tools and infrastructure we have already established, including Vitally, to create the playbooks, automation, and digital journeys that make our tech touch customers successful without requiring high-frequency direct engagement. If you are someone who gets excited about designing systems that scale, connecting the right message to the right customer at the right moment, this role was built for you.
You will also be the human behind the program. When a customer in the tech touch segment needs direct support or shows signs of risk, you step in. You know when automation is enough and when it is not.
Your Impact
Design and own Black Kite's tech touch customer program, building it into a scalable, repeatable motion that delivers real value without a high-touch model.
Build and continuously improve playbooks, automation workflows, and communication sequences in Vitally, mapping platform capabilities to customer outcomes at each stage of the lifecycle.
Configure and refine health scores and risk signals for the tech touch segment so the right customers get attention at the right time.
Monitor the segment proactively and serve as the named escalation point for any customer flagged as at risk or in need of direct support.
Keep the program current as the Black Kite platform evolves, ensuring every automated touchpoint reflects accurate, relevant product guidance.
Surface patterns and insights from the tech touch segment to inform retention strategy, product feedback loops, and broader CS team process.
Collaborate with the wider CS team to share what is working and help raise the bar on how we engage customers at scale.
Increase customer health scores, engagement, and overall retention within the tech-touch segment.
What You Bring
2 years in a customer success, customer operations, or lifecycle marketing role in a B2B SaaS environment, with demonstrated ownership of scaled or digital programs.
Hands-on experience building or managing programs in a CS platform like Vitally, Gainsight, or ChurnZero, including playbook creation, health scoring, and automation.
A builder mindset. You are comfortable starting with a blank canvas, making decisions with imperfect information, and iterating quickly.
Comfortable leveraging AI tools to enhance digital CS workflows, whether that's using AI to draft and optimize customer communication sequences, summarize health signals, generate playbook content, or identify at-risk accounts. You don't need to be a prompt engineer, but you approach AI as a practical productivity multiplier and are curious about where it's heading in the CS space.
Strong judgment about when a digital touchpoint is enough and when a customer needs a real conversation.
Clear, confident communication skills. When you do engage directly, you represent Black Kite well.
Working knowledge of or genuine interest in cybersecurity, third-party risk, or compliance. Prior experience in the space is a plus.
The expected base salary range for this role is $80,000-100,000 per year. 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.
Salary : $80,000 - $100,000