Customer Experience Manager

🕒 August 20

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Bugcrowd

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $30M Series D on 2020-04

Consulting • Healthcare • Logistics

Bugcrowd is a leading platform that provides continuous security testing solutions, enabling organizations to stay ahead of cyberthreats. By leveraging a global community of trusted security researchers, Bugcrowd offers services such as penetration testing as a service, vulnerability disclosure, bug bounty programs, and attack surface management. The company assists industries such as financial services, healthcare, and technology in identifying and prioritizing vulnerabilities, ensuring proactive protection against potential cyber attacks. Driven by data and AI, Bugcrowd's comprehensive approach integrates seamlessly with existing systems to streamline the remediation of security issues, enhancing the overall security posture of its clients.

📋 Description

• Own a portfolio of strategic enterprise customers and develop trusted relationships with technical, security, program, procurement, and executive stakeholders • Serve as the primary customer advocate and point of contact throughout the customer lifecycle • Understand each customer's business objectives, cybersecurity strategy, organizational structure, and priorities • Build multi-threaded customer relationships to strengthen partnerships and reduce renewal risk • Develop and execute customer success plans aligned with enterprise objectives and cybersecurity priorities • Drive adoption and utilization of Bugcrowd products and services to ensure measurable customer value • Conduct regular business reviews and executive-level conversations focused on outcomes, program performance, and strategic priorities • Oversee account health, user adoption metrics, and emerging partnership risks • Partner with Solutions Architects, Shared Success, and Program Management to deliver a world-class customer experience • Lead retention efforts and execute renewals across a global client base; Sales owns expansion, upsell, and new business

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role within cybersecurity or SaaS • Experience managing complex enterprise accounts with multiple stakeholders • Strong understanding of cybersecurity and the unique challenges faced by large-scale enterprise organizations • Proven ability to manage renewals, retention, and account growth • Strong executive presence with the ability to communicate and build relationships across technical and non-technical stakeholders • Ability to complete all physical requirements of the job with or without reasonable accommodation • Must be able to remain in a stationary position 50% of the time • Must be able to carry/move a laptop as needed throughout the workday • Preferred: experience working directly with highly regulated industries, large corporate sectors, or complex organizational systems • Preferred: proficiency in complex procurement, contracting, and organizational processes • Preferred: ability to manage a large account portfolio using project management and organizational skills • Requisite integrity to maintain confidential information in the strictest confidence • Subject to background checks, including Social Security verification, prior employment verification, references, educational verification, and criminal history

🏖️ Benefits

• Reasonable accommodations for qualified individuals with disabilities • Benefits and privileges of employment (specific benefits not listed)