Customer Experience Manager

🔥 16 hours ago

🇺🇸 United States – Remote

💵 $83.2k - $104k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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 logo and revenue renewals for an assigned portfolio of customer accounts • Build and maintain trusted relationships with key stakeholders throughout the customer lifecycle • Serve as the internal voice of the customer and advocate for customer needs in planning, delivery, and product feedback • Partner with Sales on transitions between onboarding, adoption, and renewal • Monitor customer health scores, usage data, and engagement signals to anticipate risk and intervene proactively • Conduct regular business reviews and renewal readiness checkpoints • Coordinate onboarding and technical delivery with the assigned Solutions Architect • Support configuration, hygiene, and issue resolution with the Shared Success team • Educate customers on Bugcrowd solutions and relevant product capabilities • Ensure customer journey touchpoints, including onboarding, program performance and health, business reviews, retention, support, aging submissions, and other opportunities • Align Bugcrowd usage and adoption with customers' strategic business goals and articulate business value and outcomes • Collaborate with Paid Program Managers to support Enhanced and Premier service tiers where applicable • Document and maintain account plans, customer profiles, and success metrics in Gainsight and Salesforce

🎯 Requirements

• 5+ years in Customer Success, Account Management, or a hybrid customer-facing role in a B2B SaaS environment • Strong understanding of customer lifecycle management, success planning, and renewals • Excellent communication and interpersonal skills, with executive presence • Proven ability to manage cross-functional collaboration with Sales, Support, Product, and Security • Highly organized with strong attention to detail and follow-through • Experience supporting or managing Mid-Market and Enterprise-level accounts • Demonstrated ability to manage renewals and lead retention strategies • Ability to explain value propositions and program impact to technical and non-technical audiences • Comfort operating in a fast-paced, evolving environment • Bachelor's degree or equivalent experience • Experience with Salesforce, Gainsight, and/or other customer engagement tools preferred • Background in cybersecurity, developer tools, or cloud platforms is a strong plus • 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 work day • Requisite integrity to maintain confidential information in the strictest confidence • Subject to employment background checks

🏖️ Benefits

• Discretionary bonus program or commission plan eligibility • Reasonable accommodations for disabilities • Benefits and privileges of employment • 100% remote, work-from-home arrangement