Senior Customer Success Manager

Summary

Join HackerOne as a Senior Customer Success Manager and manage a portfolio of key enterprise accounts, ensuring their satisfaction and success with HackerOne's products and services. You will act as a trusted advisor, driving engagement, securing renewals, and identifying growth opportunities. This role demands a proactive and strategic approach to account management, collaborating closely with Sales, Product, and Engineering teams. The position is primarily remote, with occasional in-person requirements in Seattle, WA; Austin, TX; or Washington, DC. You will be responsible for managing account health, conducting regular customer check-ins, and collaborating with cross-functional teams. HackerOne offers a competitive salary, equity, and a comprehensive benefits package.

Requirements

• 5-8 years of experience in Customer Success, Account Management, or related roles, with a focus on renewals and retention
• Proven track record of meeting or exceeding renewal targets and effectively managing account lifecycles
• Strong ability to build rapport and develop trusted relationships with customers at various organizational levels
• Capable of identifying growth opportunities and implementing renewal strategies that align with customer goals and objectives
• Excellent verbal and written communication skills, with the ability to effectively present to internal and external stakeholders
• Experience working with cross-functional teams to drive customer-focused solutions and outcomes
• Familiarity with Customer Relationship Management (CRM) software and data analytics tools

Responsibilities

• Manage a diverse portfolio of accounts, proactively driving engagement, satisfaction, and long-term retention
• Own the renewal process, including forecasting, negotiation, and execution to secure contract renewals and mitigate churn risks
• Monitor account health by tracking usage patterns, customer feedback, and satisfaction metrics, and take preemptive action to address risks
• Conduct regular check-ins with customers to understand their evolving needs, gather feedback, and ensure alignment with HackerOne’s offerings
• Serve as a primary point of contact for customers, facilitating issue resolution and ensuring an exceptional customer experience
• Collaborate with Sales to identify and pursue upsell opportunities, aligning HackerOne solutions with customer business goals
• Develop and execute account plans, focusing on renewal strategies and expansion potential to increase account value
• Work with Product and Engineering teams to communicate customer feedback and advocate for feature enhancements that support customer success
• Partner with Marketing to share success stories, case studies, and customer insights that contribute to broader customer engagement efforts

Preferred Qualifications

Experience in Cyber security

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