Customer Success Manager, Commercial

HackerOne is a global leader in Continuous Threat Exposure Management (CTEM). As a Customer Success Manager, you will manage a portfolio of customers, driving retention, satisfaction, and long-term value by helping them maximize the value of HackerOne’s platform and ensuring successful renewals.

Responsibilities:

• Manage a portfolio of customer accounts, strengthening engagement and retention by proactively identifying risks and opportunities, demonstrating Own the Outcome for customer success metrics and renewal performance
• Build scalable workflows and leverage automation tools to improve efficiency and consistency in customer interactions, applying an AI First mindset to enhance productivity and customer outcomes
• Adapt to evolving customer needs and organizational priorities with Change Agility, maintaining strong relationships and continuity during periods of change or ambiguity
• Use Data-Driven Decision Making to monitor account health, analyze usage trends, and inform strategies that improve retention, expansion, and customer satisfaction
• Apply First Principles Problem Solving to identify root causes of customer challenges, simplifying complex issues and developing clear, effective solutions
• Partner cross-functionally with Sales, Product, and Engineering to advocate for customer needs, share insights, and improve the overall customer experience
• Lead onboarding and adoption efforts, ensuring customers successfully integrate HackerOne’s solutions and realize value quickly

Requirements:

• 2–3 years of experience in Customer Success, Account Management, or a related role in SaaS or technology environments
• Experience managing customer relationships and supporting renewals or retention strategies
• Proficiency with CRM tools and ability to analyze customer data to inform decisions
• Strong communication skills, with the ability to explain technical or complex concepts clearly
• Experience in cybersecurity or security-focused SaaS environments
• Familiarity with data analysis and reporting tools to track customer performance and outcomes
• Experience supporting onboarding or customer adoption programs
• Basic project management experience coordinating cross-functional initiatives