[Remote] Digital Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. 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. The Digital Customer Success Manager will build and lead Black Kite's tech touch program, creating playbooks and automation to ensure customer success while also stepping in for direct support when necessary.

Responsibilities

• 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

Skills

• 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
• 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

Benefits

• Performance-based bonuses
• Equity
• Flexible healthcare options
• Paid time off
• Retirement savings programs

Company Overview