Customer Success Manager, Commercial

HackerOne is a global leader in Continuous Threat Exposure Management (CTEM), and they are seeking a Customer Success Manager to drive customer retention and satisfaction. The role involves managing customer accounts, enhancing engagement, and ensuring successful renewals while partnering closely with customers to maximize the value of HackerOne’s platform.

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