Customer Success Manager

Role Overview

• Apply First Principles Problem Solving to understand customer objectives, identify root causes of challenges, and develop practical solutions that drive successful security program outcomes.
• Use Data-Driven Decision Making to analyze program performance, deliver benchmarking and actionable insights, and help customers make informed decisions about their security programs.
• Demonstrate AI First thinking by leveraging AI-powered tools to improve productivity, customer engagement, and program delivery while sharing successful practices with teammates.
• Practice Change Agility by adapting quickly to evolving customer requirements, security priorities, and platform capabilities while maintaining momentum toward desired outcomes.
• Manage a portfolio of customer accounts throughout the customer lifecycle, including onboarding, adoption, renewal, and program expansion.
• Serve as the primary liaison between customers and internal teams including Sales, Product, Engineering, Marketing, and Support to ensure customer requirements and milestones are successfully achieved.
• Support customer escalations and facilitate resolution of issues, including hacker-customer mediations when necessary, while maintaining clear communication and customer trust.
• Deliver executive business reviews, strategic presentations, and customer training sessions that demonstrate the value of HackerOne services and progress toward customer security objectives.
• Advocate for customers by gathering feedback, identifying opportunities for product improvement, and contributing to enhancements in the customer experience.
• Contribute to the continued refinement and evolution of HackerOne's Customer Success methodologies and best practices.

Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Security Services, or a related customer-facing role.
• Experience managing customer relationships and driving successful outcomes across multiple accounts simultaneously.
• Working knowledge of cybersecurity fundamentals, including vulnerability management, security operations, cloud technologies, and security program management.
• Strong project management, communication, presentation, and stakeholder management skills with the ability to communicate technical concepts to both technical and non-technical audiences.
• Ability to travel to customers and events on a quarterly basis.

Tech Stack

• Cloud
• Cyber Security

Benefits

• Health (medical, vision, dental), life, and disability insurance*
• Equity stock options
• Retirement plans
• Paid public holidays and unlimited PTO
• Paid maternity and parental leave
• Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)
• Employee Assistance Program