Customer Success Manager

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

📋 Description

• Employ First Principles Problem Solving to comprehend customer goals, pinpoint root causes of issues, and craft practical solutions that foster effective security program results.

• Utilize Data-Driven Decision Making to assess program performance, provide benchmarking and actionable insights, and assist customers in making informed decisions regarding their security programs.

• Exhibit AI First thinking by utilizing AI-powered tools to enhance productivity, customer engagement, and program delivery while sharing successful practices with colleagues.

• Implement Change Agility by swiftly adapting to changing customer needs, security priorities, and platform capabilities while sustaining momentum toward desired outcomes.

• Oversee a portfolio of customer accounts throughout the entire customer lifecycle, encompassing onboarding, adoption, renewal, and program expansion.

• Act as the primary point of contact between customers and internal teams, including Sales, Product, Engineering, Marketing, and Support, to ensure successful achievement of customer requirements and milestones.

• Assist in customer escalations and facilitate the resolution of issues, including mediating between hackers and customers when necessary, while maintaining open communication and customer trust.

• Conduct executive business reviews, strategic presentations, and customer training sessions that showcase the value of HackerOne services and progress toward customer security goals.

• Champion customer interests by collecting feedback, identifying opportunities for product enhancements, and contributing to improvements in the customer experience.

• Participate in the ongoing refinement and evolution of HackerOne's Customer Success methodologies and best practices.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Technical Account Management, Professional Services, Security Services, or a comparable customer-facing role.

• Proven experience in managing customer relationships and achieving successful outcomes across multiple accounts simultaneously.

• Solid understanding of cybersecurity fundamentals, including vulnerability management, security operations, cloud technologies, and security program management.

• Excellent project management, communication, presentation, and stakeholder management skills, with the capability to convey technical concepts to both technical and non-technical audiences.

• Willingness to travel to customer sites and events quarterly.

🏝️ Benefits

• Health (medical, vision, dental), life, and disability insurance*

• Equity stock options

• Retirement plans

• Paid public holidays and unlimited PTO

• Paid maternity and parental leave

• Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)

• Employee Assistance Program