Customer Success Manager - Remote Eligible

Customer Success Manager

As a Customer Success Manager, you will play a key role in managing a portfolio of accounts, driving customer satisfaction, and ensuring successful renewals. This role focuses on maintaining strong relationships with customers, understanding their needs, and helping them achieve their business objectives with HackerOne's products and services. You will collaborate closely with cross-functional teams to resolve issues and ensure a positive customer experience.

At HackerOne, we embrace a Flexible Work approach that gives us the freedom to do our best work while also fostering the connections and community that make us stronger. Reflecting this philosophy, this is a remote role targeted for candidates within ~50 miles of Seattle, WA; San Francisco Bay Area; or Austin, TX. We believe this balance of proximity and flexibility gives Hackeronies the chance to occasionally come together – fostering collaboration, connection, and in-person moments that enrich our culture – while still preserving the benefits of remote work.

Key Responsibilities:

• Manage a portfolio of customer accounts, focusing on engagement, satisfaction, and retention.
• Proactively oversee the renewal process for assigned accounts, identifying potential challenges and developing strategies to secure renewals.
• Conduct regular check-ins with customers to monitor account health, gather feedback, and address any concerns.
• Serve as a primary point of contact for customers, providing guidance and support to help them achieve their goals with HackerOne's solutions.
• Advocate for customer needs within HackerOne, collaborating with internal teams to resolve issues and enhance the customer experience.
• Assist new customers with the onboarding process, ensuring a smooth transition and successful adoption of HackerOne's products.
• Provide ongoing training and support to customers, helping them fully utilize HackerOne's solutions and optimize their security programs.
• Work closely with Sales, Product, and Engineering teams to align on customer needs, share feedback, and support account growth opportunities.
• Participate in internal initiatives to improve processes, share best practices, and contribute to a culture of continuous improvement.
• Utilize CRM and analytics tools to monitor account performance, track key metrics, and provide insights that inform customer success strategies.
• Maintain accurate records of customer interactions, renewal progress, and other relevant data in CRM systems.

Required Qualifications:

• 2-3 years of experience in Customer Success, Account Management, or a similar role, preferably with exposure to renewals and retention strategies.
• Strong interpersonal skills and the ability to build and maintain positive customer relationships.
• Demonstrated commitment to providing excellent customer service and proactive support.
• Excellent verbal and written communication skills, with the ability to explain complex concepts to a variety of audiences.
• Strong organizational and time management skills, with the ability to manage multiple accounts and priorities.
• Proficiency with CRM tools and a general comfort with technology, data analysis, and reporting.

Preferred Qualifications:

• Experience in cybersecurity, technology, or SaaS environments.
• Familiarity with data analysis and reporting, with an ability to use insights to drive customer success initiatives.
• Certifications such as Certified Customer Success Manager (CCSM) or similar.
• Basic project management skills, with experience coordinating cross-functional efforts to support customer needs.

Job 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

*Eligibility may differ by country