{"id":994856,"url":"https://alion.io/job/black-kite-customer-success-manager","title":"Customer Success Manager","company":{"id":715585,"name":"Black Kite","domain":"blackkite.com","url":"https://alion.io/company/black-kite","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"A","score":95,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":72,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Boston, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":90000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true},{"name":"Salesforce","optional":true}],"status":"closed","first_seen_at":"2026-07-22T17:10:22Z","employer_posted_date":"2026-07-22","last_verified_at":"2026-10-22T17:12:33Z","board_verified":false,"closed_at":"2026-10-22T17:12:33Z","days_open":92,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":91},"description":"ABOUT BLACK KITE\nBlack 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.\nWe 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.\nWHY BLACK KITE\nWe'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.\nTHE OPPORTUNITY\nBlack 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.\nWithin the Customer Success department, the Customer Success Manager will report directly to the Director, Customer Success.\nWHAT YOU'LL OWN\nBuild strong relationships with economic buyers, business champions, and technical champions\nEngage in consistent, proactive customer calls and meetings to positively impact customer loyalty\nOnboard new customers\nProvide follow-up training to existing and new customers\nUse and leverage CRM tools (e.g., Salesforce)\nUse and leverage Customer Success tools (e.g., Gainsight, Vitally)\nIdentify and qualify expansion opportunities resulting in elevated relationships\nWork with internal teams to resolve any technical issues and improve the product to meet customer demands\nDevelop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics\nAnalyze platform usage data and help devise strategies leveraging our software to increase platform engagement\nRemain current on relevant industry and internal company products, pricing, markets, and developments\nWHAT YOU BRING\n3-5 years of relevant experience\nExperience in SaaS platforms, preferably technical platforms\nDemonstrated success in achieving customer satisfaction through keeping customer commitments, resolving customer issues, and exceeding expectations\nExperience in CRM/CS tools\nStrong communication and presentation skills\nExcellent written and oral communication skills\nUnderstanding of the Cyber Security space\nGood technical aptitude\nProficient with MS Office\nMust be detail-oriented, able to task-switch, meet deadlines and operate with minimal supervision\nThe 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. 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