Strategic Customer Success Manager

This is a fully remote position, open to applicants in District of Columbia, +2 more states.

📋 Description

• Take charge of the strategic direction and ensure post-onboarding success for a portfolio of intricate, high-value enterprise clients.

• Cultivate trusted relationships with senior stakeholders and align HackerOne's capabilities with their business and security goals.

• Foster measurable customer value, retention, and identify growth opportunities.

• Assess customer program performance, recognize trends and risks, and formulate strategic recommendations.

• Convert benchmarking, adoption insights, and customer data into compelling business narratives.

• Manage the resolution of complex customer challenges and escalations.

• Diagnose both business and technical issues, coordinate cross-functional stakeholders, and create sustainable solutions.

• Guide strategic customers through changing security priorities, organizational shifts, and new product functionalities.

• Utilize AI-driven tools to enhance customer insights, identify risks and opportunities, streamline workflows, and scale Customer Success practices.

• Provide counsel to customers on HackerOne’s platform, vulnerability disclosure, bug bounty program management, integrations, researcher engagement, and program optimization.

• Mentor fellow Customer Success Managers.

• Collaborate with Sales, Product, Technical Services, and other stakeholders on expansion opportunities, product enhancements, and complex customer projects.

• Spearhead customer advocacy initiatives, strategic program enhancements, public launches, and partnership efforts.

• Contribute to scalable Customer Success methodologies and best practices across the team.

⛳️ Requirements

• Minimum of 6 years of experience in Customer Success for high-touch enterprise and/or government clients in a B2B context.

• Proven experience in managing complex customer programs or projects, including the coordination of cross-functional stakeholders, documentation of requirements, issue resolution, and delivering consistent, repeatable results.

• Strong technical understanding of SaaS applications, cloud technologies, and IT operations.

• Capability to discuss application capacity, utilization, and performance while effectively communicating technical concepts to a varied audience.

• Experience utilizing customer data, program insights, and structured problem-solving methods to inform recommendations and enhance customer outcomes.

• Background in cybersecurity, especially with vulnerability disclosure programs, bug bounty programs, or similar security practices.

• Experience within a scale-up environment.

• Must provide verification of authorization to work in the relevant country.

• Visa/work permit sponsorship is not offered.

• Employment is subject to passing a background check.

🏝️ Benefits

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

• 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.