Strategic Enterprise Customer Success Manager

HackerOne connects enterprise customers with a global security research community through its cybersecurity platform. The Strategic Enterprise Customer Success Manager owns strategic relationships with complex enterprise customers, helping them advance security programs, realize business outcomes, and drive retention and growth while strengthening Customer Success practices.

Responsibilities:

• Own the strategic direction and post-onboarding success of a portfolio of complex, high-value enterprise customers. Build trusted relationships with senior customer stakeholders, align HackerOne's capabilities to evolving business and security objectives, and proactively drive measurable customer value, retention, and opportunities for growth
• Apply Data-Driven Decision Making to evaluate customer program performance, identify trends and risks, and develop strategic recommendations that improve security outcomes and program maturity. Translate benchmarking, adoption insights, and customer data into compelling business narratives that influence customer priorities and internal decisions
• Leverage First Principles Problem Solving to lead the resolution of complex customer challenges and escalations. Diagnose underlying business and technical issues, align cross-functional stakeholders, and develop durable solutions that address immediate customer needs while identifying opportunities for broader process and service improvements
• Demonstrate Change Agility by guiding strategic customers through evolving security priorities, organizational changes, and new product capabilities. Anticipate challenges, adapt engagement strategies, and help customers navigate ambiguity while maintaining confidence, momentum, and measurable program outcomes
• Champion an AI First approach by thoughtfully applying AI-powered tools to improve customer insights, identify emerging risks and opportunities, streamline repeatable workflows, and scale effective Customer Success practices. Share learnings and practical applications that help improve efficiency and effectiveness across the team
• Serve as a recognized subject matter expert in HackerOne's platform, vulnerability disclosure, and bug bounty program management. Advise customers on advanced program strategies, product capabilities, integrations, researcher engagement, and program optimization. Share expertise and mentor fellow Customer Success Managers to strengthen team capabilities and customer outcomes
• Partner strategically with Sales, Product, Technical Services, and other cross-functional stakeholders to identify and advance expansion opportunities, influence product improvements, and coordinate complex customer initiatives. Lead customer advocacy efforts, including strategic program enhancements, public launches, and initiatives that strengthen long-term customer partnerships
• Extend your impact beyond your assigned portfolio by identifying recurring customer challenges, contributing to scalable Customer Success methodologies, and helping establish best practices adopted across the team. Translate customer feedback and emerging needs into actionable recommendations that improve the customer experience, strengthen operational consistency, and support broader business objectives

Requirements:

• 6+ years of experience in Customer Success supporting high-touch enterprise and/or government customers in a B2B environment, with demonstrated experience managing customer relationships and delivering successful outcomes
• Experience managing complex customer programs or projects, including coordinating cross-functional stakeholders, documenting requirements, resolving issues, and delivering consistent, repeatable results
• Working technical knowledge of SaaS applications, cloud technologies, and IT operations, including the ability to discuss application capacity, utilization, and performance and communicate technical concepts effectively to diverse audiences
• Experience using customer data, program insights, and structured problem-solving approaches to inform recommendations, improve customer outcomes, and adapt to evolving customer needs
• Experience working in cybersecurity, particularly with vulnerability disclosure programs, bug bounty programs, or related security practices
• Experience working in a scale-up environment