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Meet Our Team

Meet Our Customer Success Team: Marcela Albertini

Bryana Dacri | November 21, 2018

Check out this Q&A with a member of BitSight's Customer Success team to learn about her role as a Customer Success Manager, her experience, and how she helps customers get the most value out of BitSight Security Ratings.

BitSight Customer Success Manager Marcela AlbertiniName: Marcela Albertini

Job Title: Customer Success Manager

What do you do at BitSight and how long have you worked here?
I support our customers by focusing on getting them the most value out of our product and services. Most importantly, I am their BitSight strategic partner and take them from onboarding all the way to operationalizing their program and beyond.

What is your background and how did you get into Customer Success?
I graduated from Suffolk University in 2014 as a Journalist, double major in Public Relations/Marketing. I learned early onto my career that some of my strengths and interests aligned well will communications, consulting and a lot of my enthusiasm was related to being in a fast paced, exciting industry.

I joined a SaaS company as a User Support Specialist, where I started to emerge myself in the tech industry. I learned a lot in the following couple of years when I started to pivot my interests towards being a product specialist, working collaboratively with multiple departments and pulling internal resources to provide a better customer experience.

That’s when my brain shifted from being in a reactive role (support) to a proactive role (CSM), acting not only as an internal resource for customers but advising them on their path to success. Voilà! I was offered my first role as a Customer Success Manager! After a couple of years supporting collaboration tools, I then moved to a Password Management solution (LastPass) and now at BitSight focused on cybersecurity.

What challenges you the most at BitSight?
Our product is always evolving, there are new features coming out every month (at least). Is definitely exciting to be part of it and to witness the sense of responsibility we all carry to improve our product and processes, but it’s a challenge to be on top of it all.

What is your favorite thing to work on at BitSight?
The people! I also love how the sales team and the CSM team works collaboratively, that’s the real key to success.

What is the most important thing you learned at BitSight?
That success always comes for those who value people and honesty first.

What advice do you have for someone first getting into this field?

  • Embrace that you will be learning forever — and enjoy that.
  • Make empathy and active listening your second nature.
  • Change is inevitable, in your role and industry — accept and adapt fast!
  • Nobody actually knows every single thing in technology. Educate yourself but don’t obsess over it!

If you weren’t working in Customer Success, what would you like to be?
A travel vlogger who interviews interesting locals and shares their stories and my adventures. It’s a dream to actually get paid to travel and connect with people.

Where was the last place you traveled? Where is your next trip or where is your dream destination?
I last traveled to Brazil and Aruba. My next trip is Montreal and Iceland and my dream destination is Southeast Asia: Thailand & Bali.

What are some things on your bucket list?
Pet a lion. Go to the airport without a destination picked, buy a ticket and just go!


Learn more about BitSight's Customer Success team or browse open jobs at BitSight.

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