Customer Experience Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage a portfolio of key enterprise clients and foster trusted relationships with technical, security, program, procurement, and executive stakeholders.

• Act as the main customer advocate and primary point of contact throughout the entire customer journey.

• Gain insights into each customer's business goals, cybersecurity strategies, organizational frameworks, and priorities.

• Cultivate multi-dimensional customer connections to enhance partnerships and mitigate renewal risks.

• Create and implement customer success strategies that align with enterprise goals and cybersecurity imperatives.

• Promote the use and adoption of Bugcrowd products and services to ensure tangible customer benefits.

• Conduct regular business evaluations and high-level discussions centered on results, program effectiveness, and strategic focuses.

• Monitor account health, user adoption metrics, and potential partnership challenges.

• Collaborate with Solutions Architects, Shared Success, and Program Management to provide an exceptional customer experience.

• Lead retention initiatives and manage renewals across a worldwide client base; the Sales team is responsible for expansion, upselling, and new business opportunities.

⛳️ Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing position in cybersecurity or SaaS.

• Experience overseeing complex enterprise accounts with multiple stakeholders involved.

• Strong knowledge of cybersecurity and the specific challenges encountered by large enterprise organizations.

• Demonstrated capability in managing renewals, retention, and growth of accounts.

• Strong executive presence with the skill to communicate effectively and build relationships with both technical and non-technical stakeholders.

• Ability to meet all physical demands of the role with or without reasonable accommodation.

• Must be able to stay in a fixed position for 50% of the time.

• Must be able to carry/move a laptop as necessary during the workday.

• Preferred: experience working directly with highly regulated industries, large corporations, or intricate organizational systems.

• Preferred: expertise in complex procurement, contracting, and organizational processes.

• Preferred: capability to manage a large account portfolio utilizing project management and organizational skills.

• Required integrity to keep confidential information secure and private.

• Subject to background checks, which may include Social Security verification, prior employment verification, references, educational verification, and criminal history checks.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities.

• Benefits and privileges of employment (specific benefits not listed).