Bitsight

Digital Customer Engagement Lead

Bitsight

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

Cyber Security

About the role

  • 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 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
  • Health insurance
  • Professional development opportunities
  • Flexible working hours
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer retentionrenewal outcomesdata-driven engagement programscustomer engagement scoringchurn reductionproduct adoptiondigital engagement modelsproactive digital interventionsscalable processesbest practices
Soft Skills
communication skillsstakeholder managementplanning skillsorganizational skillsanalytical mindsetinterpersonal skillsproject managementprioritizationdeadline managementcollaboration