[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.ResponsibilitiesDesign and own Black Kite's tech touch customer program, building it into a scalable, repeatable motion that delivers real value without a high-touch modelBuild and continuously improve playbooks, automation workflows, and communication sequences in Vitally, mapping platform capabilities to customer outcomes at each stage of the lifecycleConfigure and refine health scores and risk signals for the tech touch segment so the right customers get attention at the right timeMonitor the segment proactively and serve as the named escalation point for any customer flagged as at risk or in need of direct supportKeep the program current as the Black Kite platform evolves, ensuring every automated touchpoint reflects accurate, relevant product guidanceSurface patterns and insights from the tech touch segment to inform retention strategy, product feedback loops, and broader CS team processCollaborate with the wider CS team to share what is working and help raise the bar on how we engage customers at scaleIncrease customer health scores, engagement, and overall retention within the tech-touch segmentSkills2+ years in a customer success, customer operations, or lifecycle marketing role in a B2B SaaS environment, with demonstrated ownership of scaled or digital programsHands-on experience building or managing programs in a CS platform like Vitally, Gainsight, or ChurnZero, including playbook creation, health scoring, and automationA builder mindset. You are comfortable starting with a blank canvas, making decisions with imperfect information, and iterating quicklyComfortable 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 accountsStrong judgment about when a digital touchpoint is enough and when a customer needs a real conversationClear, confident communication skills. When you do engage directly, you represent Black Kite wellWorking knowledge of or genuine interest in cybersecurity, third-party risk, or compliancePrior experience in the space is a plusBenefitsPerformance-based bonusesEquityFlexible healthcare optionsPaid time offRetirement savings programsCompany OverviewBlack Kite provides comprehensive Security-as-a-Service solutions focused on cyber threat intelligence, vulnerability management. It was founded in 2016, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is https://blackkite.com.