Customer Success Manager

Summary

Join HackerOne as a Customer Success Manager, 1:Many and manage a large portfolio of accounts using a digital approach. Ensure high-quality customer experiences, strong retention, and growth opportunities throughout the customer lifecycle. Lead renewal conversations and align customers with the value of HackerOne's solutions. Collaborate with internal teams to improve customer experience and the product suite, and evolve the customer journey through scalable engagement strategies. Serve as a trusted advisor for building successful security programs. This remote position is based in London, UK, with occasional in-person requirements.

Requirements

• 5+ years in a Customer Success role, ideally managing a large volume of accounts
• Excellent project and time management skills, with a demonstrated ability to execute in a consistent and reliable manner
• Strong communication, presentation, and interpersonal skills
• Technical fluency in areas like capacity, utilization, and security fundamentals
• Comfortable navigating a dynamic, remote-first environment
• Ability to analyse and interpret customer data to drive actions and decisions
• General understanding of cloud technologies, IT operations, and project management methodologies

Responsibilities

• Monitor, interpret, and take action based on customer data to drive engagement and retention
• Contribute to the team's library of campaigns and standardized processes to drive efficiencies and enable scale
• Work with customers to gather and document requirements, then ensure those requirements are met through measurable outcomes and deliverables
• Serve as a liaison between customers and internal HackerOne departments (Sales, Engineering, Marketing, etc.) to ensure milestones and expectations are met
• Support customers through escalations and provide updates on progress toward resolution, including technical or hacker mediation issues
• Deliver data-driven benchmarking, insights, and tailored recommendations aimed at program growth and customer success
• Participate in strategic presentations to customer stakeholders that highlight the value of HackerOne services and progress toward key security goals
• Train customers on the HackerOne product set and set them up for success with our hacker community
• Champion customer needs by representing product feedback and feature requests internally
• Coordinate with other customer touch-points—especially triage partners and support teams—to provide a seamless experience

Preferred Qualifications

• Experience supporting customers across diverse geographies and time zones
• Additional language skills are helpful but not a requirement

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
• Flexible Work Stipend