Customer Success Manager

Customer Success Manager

HackerOne is a global leader in offensive security solutions. Our HackerOne Platform combines AI with the ingenuity of the largest community of security researchers to find and fix security, privacy, and AI vulnerabilities across the software development lifecycle. The platform offers bug bounty, vulnerability disclosure, pentesting, AI red teaming, and code security. We are trusted by industry leaders like Amazon, Anthropic, Crypto.com, General Motors, GitHub, Goldman Sachs, Uber, and the U.S. Department of Defense. HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024. HackerOne is at a pivotal inflection point in the security industry. Offensive security is no longer optional - it is the standard for forward-thinking companies that want to build trust and resilience in a world where AI-driven innovation and adversaries are moving faster than ever. With the industry shifting, HackerOne stands apart : we combine the ingenuity of the largest security research community with a best-in-class AI-powered platform, trusted by the world's top organizations. HackerOne Values HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is Customer Obsessed and prioritizes customer outcomes in our decisions and actions. We Default to Disclosure by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners Win Together by fostering empowerment, inclusion, respect, and accountability.

Position Summary

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 HackerOne employees 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.