Customer Experience Manager (CEM) - Fed

Bugcrowd is a preemptive security platform that combines AI and human insight to help organizations discover, assess, and prevent real-world security risks. The Customer Experience Manager will lead retention efforts for a portfolio of accounts by managing customer relationships, driving satisfaction and platform adoption, executing renewals, and coordinating cross-functional service delivery.

Responsibilities:

• Own the logo and revenue renewal for an assigned portfolio of customer accounts
• Build and maintain trusted relationships with key stakeholders across the customer lifecycle
• Serve as the internal voice of the customer and advocate for customer needs in planning, delivery, and product feedback
• Partner with Sales to ensure seamless transitions between onboarding, adoption, and renewal
• Monitor customer health scores, usage data, and engagement signals to anticipate risk and proactively intervene
• Conduct regular business reviews and renewal readiness checkpoints with each customer
• Coordinate onboarding and technical delivery with assigned Solutions Architect
• Support configuration, hygiene, and issue resolution in partnership with the Shared Success team
• Act as an expert resource in Bugcrowd’s solutions, educating customers on product capabilities relevant to their unique business cases
• Ensure execution of customer journey touchpoints, including onboarding, program performance and health, business reviews, retention, support, aging submissions and other opportunities
• Understand and articulate business value and outcomes by aligning usage and adoption of Bugcrowd to strategic business goals of customers
• Collaborate with Paid Program Managers (where applicable) to support delivery of Enhanced and Premier service tiers
• Document and maintain account plans, customer profiles, and success metrics in Gainsight and Salesforce

Requirements:

• 5+ years in Customer Success, Account Management, or a hybrid customer-facing role in a B2B SaaS environment
• Strong understanding of customer lifecycle management, success planning, and renewals
• Excellent communication and interpersonal skills, with executive presence
• Proven ability to manage cross-functional collaboration (e.g., with Sales, Support, Product, Security)
• Highly organized with strong attention to detail and follow-through
• Experience supporting or managing Mid-Market and Enterprise-level accounts
• Demonstrated ability to manage renewals and lead retention strategies
• Ability to explain value propositions and program impact to technical and non-technical audiences
• Comfort operating in a fast-paced, evolving environment
• Bachelor's degree or equivalent experience
• The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation
• Sitting and/or standing - Must be able to remain in a stationary position 50% of the time
• Carrying and /or lifting - Must be able to carry / move laptop as needed throughout the work day
• Environment - remote, work-from-home 100% of the time
• Experience with Salesforce, Gainsight, and/or other customer engagement tools preferred
• Background in cybersecurity, developer tools, or cloud platforms is a strong plus