Customer Success Manager, Commercial

This is a fully remote position, open to applicants in Texas, +1 more state.

📋 Description

• Oversee a portfolio of customer accounts, enhancing engagement and retention by proactively identifying risks and opportunities.

• Develop scalable workflows and utilize automation tools to boost efficiency and consistency in customer interactions.

• Adjust to changing customer needs and organizational priorities.

• Employ data-driven decision-making to assess account health, analyze usage patterns, and inform strategies that enhance retention, expansion, and customer satisfaction.

• Utilize first principles problem-solving to determine root causes of customer issues.

• Collaborate cross-functionally with Sales, Product, and Engineering to advocate for customer requirements.

• Spearhead onboarding and adoption initiatives, ensuring customers effectively integrate HackerOne’s solutions.

⛳️ Requirements

• 2–3 years of experience in Customer Success, Account Management, or a similar role within SaaS or technology sectors.

• Proven experience managing customer relationships and supporting renewal or retention strategies.

• Proficient in CRM tools and capable of analyzing customer data to guide decision-making.

• Excellent communication skills, with the ability to convey technical or complex concepts clearly.

• Experience in cybersecurity or security-focused SaaS environments (preferred).

• Familiarity with data analysis and reporting tools to monitor customer performance and outcomes (preferred).

• Experience in supporting onboarding or customer adoption initiatives (preferred).

• Basic project management experience coordinating cross-functional projects (preferred).

🏝️ 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