Digital Customer Success Manager

Job description

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. As our customer base grows, so does the need to deliver a great experience at every tier. This is a new role, and it comes with real ownership. The Digital Customer Success Manager, reporting to the Director of Customer Success Operations, will build and lead Black Kite's tech touch program from the ground up, using the tools and infrastructure we have already established, including Vitally, to create the playbooks, automation, and digital journeys that make our tech touch customers successful without requiring high-frequency direct engagement. If you are someone who gets excited about designing systems that scale, connecting the right message to the right customer at the right moment, this role was built for you. You will also be the human behind the program. When a customer in the tech touch segment needs direct support or shows signs of risk, you step in. You know when automation is enough and when it is not. Your Impact: Design and own Black Kite's tech touch customer program, building it into a scalable, repeatable motion that deliver...