Senior Manager, Hacker Success Program

Summary

Join HackerOne as a Senior Manager, Hacker Success Program and lead the strategy and execution of functions driving meaningful engagement with the ethical hacker community. You will manage a team responsible for top-tier hackers' success, performance, and experience. This leadership role requires aligning with executive stakeholders, guiding platform-wide data insights, and nurturing customer relationships. The position involves cross-functional collaboration to ensure the HackerOne community and customer programs achieve long-term success. You will represent the hacker community internally and externally, presenting to executive staff and advocating for their needs. This remote position offers flexibility with periodic in-person requirements.

Requirements

• Ability and expertise to expertly lead and scale a team
• Experience defining departmental strategy and metric-driven delivery models that achieve measurable impact
• 8+ years of customer service or community experience, ideally within the security industry
• Self-directed, action-oriented individual with an aptitude and desire to work in fast-paced environment
• Data-Driven- Strong at using data to guide decisions, track impact, and grow both the earner and learner cohorts meaningfully
• AI Mindset- Leverage AI tools for focused decision-making and project execution. Maintain a forward-thinking approach by continuously adopting emerging AI solutions into daily workflows to stay ahead in a rapidly evolving landscape
• Strategic Roadmapper- Able to build clear, scalable plans for hacker growth across all experience levels. Ability to analyze and solve complex problems, balance competing priorities and deliver clear, focused solutions
• Hacker Advocate- Deeply understands and prioritizes the needs of our hacker community. Acts as their voice internally
• Cross-Functional Partner- Works well across teams to align efforts and drive hacker-first initiatives
• Creative Program Builder- Brings new ideas to engage hackers through content, incentives, and recognition
• Supportive Team Leader- Invests in our team’s growth, creates space for ownership, paths for internal growth, leads with empathy

Responsibilities

• Drive Strategy: Set the vision and roadmap for the Hacker Success function, aligning with company goals and community growth
• Strategic partner for development of holistic community strategy
• Lead the Team: Manage and mentor a global team of Hacker Success Managers to deliver consistent, high-impact community experiences
• Support the Researcher Community: Oversee the dedicated support, journey mapping, and growth development of a dedicated set of researchers within the HackerOne community
• Oversee our Hacker Advisory Board: Manage our advisory board, comprised of diverse researchers, to understand and leverage key insights to drive product and program investments as a key path to success
• Partner Cross-functionally: Maintain and leverage key relationships with product operations, customer success teams, support and mediation leadership
• Drive Customer Alignment: Serve as the primary point of contact for customer escalations, building and strengthening relationships
• Leverage Data: Use insights and performance metrics to guide strategy, improve hacker engagement, and influence product direction
• Be a Trusted Voice: Advocate for hackers internally and externally - presenting at industry events, representing the community to e-staff, and collaborating cross-functionally to ensure success

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