Customer Experience Manager

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

📋 Description

• Take ownership of logo and revenue renewals for a designated portfolio of customer accounts.

• Cultivate and sustain trusted relationships with key stakeholders throughout the customer lifecycle.

• Act as the internal advocate for the customer, voicing their needs in planning, delivery, and product feedback.

• Collaborate with Sales during transitions between onboarding, adoption, and renewal phases.

• Track customer health scores, usage metrics, and engagement indicators to proactively identify risks and intervene as necessary.

• Conduct regular business reviews and renewal preparedness assessments.

• Facilitate onboarding and technical implementations alongside the designated Solutions Architect.

• Assist with configuration, hygiene, and issue resolution in partnership with the Shared Success team.

• Provide education to customers regarding Bugcrowd solutions and relevant product features.

• Ensure that customer journey touchpoints are effectively managed, including onboarding, program performance and health, business reviews, retention, support, aging submissions, and other opportunities.

• Align Bugcrowd usage and adoption with customers’ strategic business objectives, clearly articulating business value and outcomes.

• Work together with Paid Program Managers to support Enhanced and Premier service tiers where applicable.

• Document and maintain account plans, customer profiles, and success metrics within Gainsight and Salesforce.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or a similar customer-facing role within a B2B SaaS environment.

• Strong comprehension of customer lifecycle management, success planning, and renewal processes.

• Exceptional communication and interpersonal skills, coupled with an executive presence.

• Proven capability to manage cross-functional collaboration with Sales, Support, Product, and Security teams.

• Highly organized with a keen eye for detail and commitment to follow-through.

• Experience in supporting or managing Mid-Market and Enterprise-level accounts.

• Demonstrated success in managing renewals and leading retention strategies.

• Ability to convey value propositions and program impacts to both technical and non-technical audiences.

• Comfortable working in a fast-paced and dynamic environment.

• Bachelor’s degree or equivalent professional experience.

• Familiarity with Salesforce, Gainsight, or other customer engagement tools is preferred.

• A background in cybersecurity, developer tools, or cloud platforms is highly advantageous.

• Capable of fulfilling all physical job requirements with or without reasonable accommodations.

• Must be able to remain in a stationary position for 50% of the time.

• Must be able to carry or move a laptop as necessary throughout the workday.

• Required integrity to uphold the confidentiality of sensitive information.

• Subject to employment background checks.

🏝️ Benefits

• Eligibility for a discretionary bonus program or commission plan.

• Reasonable accommodations for individuals with disabilities.

• Employment benefits and privileges.

• Fully remote, work-from-home arrangement.