Check out this Q&A with a Lisbon-based member of Bitsight's Customer Success team to learn about his role as a Senior Customer Success Manager, his experience, and more.
Name: André Mártires Agostinho
Job Title: Senior Customer Success Manager
Location: Lisbon, Portugal
What do you do at Bitsight and how long have you worked here?
I’m a Sr. Customer Success Manager, and I’ve been at Bitsight for a little over 5 years. I started back in 2015 as a Technical Researcher, back when the majority of the Technical Research and company mapping work to build a rating was done manually, rough times. I’m currently responsible for ensuring that our Critical National Infrastructure (CNI) Customers are happy and successful, that they see the value in our solution, in order to stay with us and address cybersecurity gaps at a national level throughout their country’s critical organisations.
How did you get into Customer Success?
I was presented with the opportunity to join the Customer Success team in late 2018, and since it’s a position that is more product-oriented and provides me with additional knowledge about our business, I was more than interested.
What challenges you the most at Bitsight?
Our solution is in constant development. Working on new innovative features for our customers to address issues and provide visibility, or improving what we already have to keep us ahead of the game. I think we have a strong team to bring what the customer needs, and keeping up with the constant influx of changes is a challenge, but a good one to have. Aside from that, one of the advantages of this role is that each customer is different and presents their own set of unique challenges to keep me on my toes. Each customer responds differently to certain topics or issues. We need to understand what is their goal and success criteria of how they see Bitsight being a success for them, and help them achieve it.
What is your favorite thing about Bitsight?
Our team! No doubt about that. I think we have great people throughout our global company. It always feels good to be in the office, or visit any of our other locations.
What is the most important thing you learned at Bitsight?
Managing expectations.
What is your favorite quote?
“You’re my boy, Blue!”
What do you like to do for fun?
Definitely travelling and video games. I get a kick out of being in places I’ve never been to and just freely exploring without an agenda, as well as enjoying a good single player campaign in a game with a fantastic soundtrack to get you immersed.
What was the last book you read?
The Left Hand of God - Paul Hoffman