Digital Customer Engagement Lead

Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. Companies rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss.
Built on over a decade of technological innovation, its integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance, and data analysis.

• We invented the cyber ratings industry in 2011
• Over 3000 customers trust Bitsight
• Over 750 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote

Bitsight is the only cyber risk intelligence platform that detects, prioritizes, and mitigates threats across your attack surface and third-party ecosystem.
 

As part of the Customer Success team, this person will work with experienced, accountable professionals focused on customer retention, expansion, satisfaction, and time to value. We are looking for an execution-focused team member to own and scale our digital customer engagement strategy. This role is accountable for improving net revenue retention, with a strong focus on increasing renewal rates for low-spend customers through scalable, data-driven programs.
 

This role will partner closely with Customer Success, Sales, Marketing, Product, Professional Services, Support, and Operations to deliver a consistent, effective customer experience across the entire lifecycle. The ideal candidate is hands-on, customer-centric, able to operate independently, and experienced in using tools like Gainsight to drive self-service and digital engagement.

This is a high-impact role with the opportunity to shape how customers engage with Bitsight and realize value from our platform.

Responsibilities

• Own the vision, strategy, build, and execution of digital customer engagement across the full customer lifecycle (onboarding, adoption, value realization, and renewal).

• Design and scale high-volume, personalized engagement programs.

• Build digital engagement models that complement human-led Customer Success efforts, especially for low-spend customers.

• Be accountable for net revenue retention, with primary responsibility for improving renewal rates among low-spend customers.

• Own success metrics for digital engagement programs, including renewal rates, churn reduction, product adoption, customer engagement scoring and customer health.

• Identify churn risks and renewal friction points, and create proactive digital interventions.

• Partner with leadership to align digital programs with coverage and renewal strategies.

• Coordinate cross-functionally to ensure consistent messaging, timing, and customer outcomes.

• Collaborate with:

  • Sales & Renewals on renewal readiness and expansion

  • Marketing on lifecycle campaigns, content, and segmentation programs

  • Product on in-app engagements, adoption signals, and feedback

  • Support on issue trends and customer health indicators

  • Operations on data, tooling and ways to optimize programs for scale

• Driving alignment through data, insights, and clear outcomes.

• Use data, experimentation, and reporting to continuously optimize engagement.

• Manage dashboards that clearly connect digital engagement to retention and revenue.

• Establish scalable processes, playbooks, and best practices.

• Enable Customer Success with insights, tools, and workflows that support consistent outcomes.

Requirements

• 5+ years of experience in Customer Success, Digital Engagement, Lifecycle Marketing, or a related customer-facing function, preferably SaaS or cybersecurity companies.

• Proven experience owning or significantly influencing customer retention and renewal outcomes.

• Strong track record of building scalable, data-driven engagement programs.

• Experience working cross-functionally with Sales, Marketing, Product, Operations and Support teams.

• Analytical mindset with the ability to tie customer engagement activities to business results.

• Excellent communication and stakeholder manageme