Strategic Customer Success Manager

🔥 13 hours ago

🏛️ District of Columbia, Massachusetts, +1 more states – Remote

🏛️ District of Columbia – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote

💵 $141k - $173k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 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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HackerOne

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $49M Series E on 2022-01

Consulting • Healthcare • Logistics

HackerOne is a platform that connects businesses with ethical hackers to identify and fix security vulnerabilities. It offers services like bug bounty programs, pentest as a service, continuous security testing, vulnerability disclosure programs, AI safety and security testing, and application and cloud security. HackerOne engages a global community of ethical hackers who help businesses secure their digital assets by finding and addressing vulnerabilities. By leveraging both human and AI resources, HackerOne aims to outmatch cybercriminals and enhance security for various sectors, including automotive, financial services, government, healthcare, and retail. The company also provides educational resources, such as Hacker101, to train and develop the skills of people interested in cybersecurity.

📋 Description

• Own the strategic direction and post-onboarding success of a portfolio of complex, high-value enterprise customers • Build trusted relationships with senior customer stakeholders and align HackerOne capabilities with business and security objectives • Drive measurable customer value, retention, and growth opportunities • Evaluate customer program performance, identify trends and risks, and develop strategic recommendations • Translate benchmarking, adoption insights, and customer data into business narratives • Lead resolution of complex customer challenges and escalations • Diagnose business and technical issues, align cross-functional stakeholders, and develop durable solutions • Guide strategic customers through evolving security priorities, organizational changes, and new product capabilities • Apply AI-powered tools to improve customer insights, identify risks and opportunities, streamline workflows, and scale Customer Success practices • Advise customers on HackerOne’s platform, vulnerability disclosure, bug bounty program management, integrations, researcher engagement, and program optimization • Mentor fellow Customer Success Managers • Partner with Sales, Product, Technical Services, and other stakeholders on expansion opportunities, product improvements, and complex customer initiatives • Lead customer advocacy efforts, strategic program enhancements, public launches, and partnership initiatives • Contribute to scalable Customer Success methodologies and team-wide best practices

🎯 Requirements

• 6+ years of experience in Customer Success supporting high-touch enterprise and/or government customers in a B2B environment • Experience managing complex customer programs or projects, including coordinating cross-functional stakeholders, documenting requirements, resolving issues, and delivering consistent, repeatable results • Working technical knowledge of SaaS applications, cloud technologies, and IT operations • Ability to discuss application capacity, utilization, and performance and communicate technical concepts effectively to diverse audiences • Experience using customer data, program insights, and structured problem-solving approaches to inform recommendations and improve customer outcomes • Experience working in cybersecurity, particularly with vulnerability disclosure programs, bug bounty programs, or related security practices • Experience working in a scale-up environment • Must provide proof of authorization to work in the applicable country • Visa/work permit sponsorship is not available • Employment is contingent on a background check

🏖️ 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