Bitsight · 11 hours ago
Digital Customer Engagement Lead
United States
Full-time
Remote
Senior Level
5+ years expBitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. The Digital Customer Engagement Lead will own and scale the digital customer engagement strategy, focusing on improving net revenue retention and increasing renewal rates for low-spend customers through data-driven programs.
Cyber SecurityRisk ManagementSecuritySoftware
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
Qualification
Required
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 management skills
Strong verbal, written, and interpersonal skills, with excellent planning and organizational skills
Experience with customer success, marketing automation or digital engagement tools (e.g., Gainsight, Salesforce, Pendo, ThoughtIndustries, Hubspot, MixMax)
Project management skills with the ability to prioritize, meet deadlines, and manage multiple initiatives
Benefits
Best in class benefits
Reasonable accommodations to qualified individuals with disabilities or based on a sincerely held religious belief
Company
Bitsight
Bitsight is a cyber risk management company for the financial, healthcare, and technology industries.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$399MKey Investors
Moody's Investors ServiceWarburg PincusNotable Capital
2021-09-13Corporate Round· $250M
2018-06-28Series D· $60M
2016-09-15Series C· $40M
Leadership Team
Anders Norremo
SVP, Customer Experience
Jacob Olcott
Vice President of Government Affairs
Recent News
2025-11-26
2025-11-19
Help Net Security
2025-11-11
Company data provided by crunchbase