Digital Customer Success Manager, Black Kite
$80-100k
+ Performance-based bonuses + Equity
Third party risk management software & solutions
Job no longer available
Third party risk management software & solutions
101-200 employees
Job no longer available
$80-100k
+ Performance-based bonuses + Equity
101-200 employees
Company mission
To improve the health and safety of the entire planet's cyber ecosystem.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
An estimated one in four organizations suffered from a cyber-attack in the last year, hackers often attack companies through third parties, working their way into the organization through supply chain security vulnerabilities. Black Kite is the world’s first global third-party cyber risk monitoring platform, combining cyber ratings and quantitative risk to provide vulnerability management solutions.
Infamous ransomware groups such as Conti and Revil have invested in improving their methods of gathering information and finding an organization’s valuable assets. Black Kite’s suite of standards-based cyber risk assessment programs (which includes a Ransomware Susceptibility Index) provides a three-dimensional view of the health and safety of a company’s entire security ecosystem, uncovering cybercriminal loopholes.
The company has been focused on expanding its workforce and product development as it squares up against a slew of competitors including BitSight and VisableRisk. However, its simplified and comprehensive management solutions, position Black Kite to be the category-leading third-party cyber risk platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Prudential / St. Botolph, Boston, MA
Leadership
Paul Paget
(CEO)Paul joined Black Kite in January 2019 as a Senior VP, he then moved into the role of CEO later that same year. Previously, he was a Principal at LoudRumble, CEO and EVP of Strategy at Pwnie Express, and President & CEO at Savant Protection.
Candan Bolukbas
(Co-Founder & CTO)Prior to co-founding Black Kite in 2016, Candan was an Enterprise Security Services Manager at BGA Information Security & Consulting. He was also a Network & Security Administrator and Manager at the Presidency of the Republic of Türkiye.
Chris Bush
(CCO & COO)Chris joined Black Kite in 2020 as CCO, adding COO to his title in 2022. Previously, he co-founded Luana Technologies and served as the Head of Security at ObserveIT. He also spent 12 years at Novartis in various Managerial/Director roles.
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