Remote Customer Success Manager

HackerOne is the global leader in human-powered security, harnessing the creativity of the world’s largest community of security researchers with cutting-edge AI to protect your digital assets. The HackerOne Platform combines the expertise of our elite community and the most up-to-date vulnerability database to pinpoint critical security flaws across your attack surface. Our integrated solutions, including bug bounty, pentesting, code security audits, spot checks, and AI red teaming, ensure continuous vulnerability discovery and management throughout the software development lifecycle. Trusted by industry leaders such as Coinbase, General Motors, GitHub, Goldman Sachs, Hyatt, PayPal, and the U.S. Department of Defense, HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.

Remote, Singapore

Position Summary

The Customer Success Manager is responsible for customer relationships and works with customers by leading, coordinating, and monitoring the success of their programs. HackerOne’s Customer Success Managers have a dedicated portfolio of accounts, which they manage throughout the lifecycle from onboarding through renewal. They are our customers’ most trusted advisors for building successful security programs at HackerOne, and they are also responsible for gathering customer feedback and working with internal HackerOne teams to improve the customer experience and product suite.

What You Will Do

• Work with customers to gather and document requirements, then ensure the requirements solve a customer’s business objective(s) through project outcomes and deliverables.

• Serve as liaison between customers and HackerOne internal departments (sales, engineering, marketing, etc.) to ensure that all milestones and requirements are met.

• Support customers with escalations and keep them up to date on progress toward resolution in the event of any hacker<>customer mediations.

• Contribute to the refinement of the HackerOne Customer Success methodology

• Deliver strategic presentations to customer executives that help illustrate the value of HackerOne services and progress toward customers’ high-level security goals

• Train customers on the HackerOne product set and ensure they are set up for success when interacting with hackers

• Deliver data-driven benchmarking, insights, and recommendations aimed at expanding customer programs

• Champion product features on behalf of customers and participate in product discussions

Minimum Qualifications

• Language skills: Mandarin/Chinese, Japanese.

  • Other APAC languages are a bonus

• 4+ years in a customer success role within a technology company

• Proven ability to organize and execute projects in a consistent, repeatable and reliable manner

• Technical conversational knowledge in the following areas: capacity, utilization, and security basics

• Excellent time management, communications, decision-making, presentation, human relations and organization skills

• Ability to adapt to a dynamic environment

• Ability to resolve problems promptly

• Ability to communicate technical information and ideas so others will understand

• General knowledge of cloud technologies, IT operations, project management operations

• Must be based remotely in Singapore. HackerOne is a digital-first company. This model offers our employees flexibility in time and location. All employees must be able to work and excel in a remote environment.

Preferred Qualifications

• Experience working for a US headquartered company

• Experience working in the SaaS or cyber security industry

• Experience working in a scale-up or scaling region

Compensation Bands:

96,000 SGD - 120,000 SGD

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We are a Circle Back Initiative Employer and commit to responding to every applicant.

We’re committed to building a global team! For certain roles outside the United States, U.K., and the Netherlands, we partner with Remote.com as our Employer of Record (EOR).

Employment at HackerOne is contingent on a background check.

HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.

This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.

For US based roles only: Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position.

HackerOne Values

HackerOne commits to maintaining a strong, inclusive culture built for our employees and our community of hackers. We are driven by our five core values. We recognize that our mission is bigger than us, and therefore act with integrity at all times. As a team, we believe that transparency builds trust so we default to disclosure in our communications. Each individual executes with excellence, creating an environment of greater alignment and greater autonomy. We win as a team and respect all people to empower everyone to learn from each other, innovate, and grow.