Strategic Enterprise Customer Success Manager

The role

You will serve as a strategic advisor to complex enterprise customers to maximize the value of the HackerOne platform. You will own strategic customer relationships, drive retention and growth, and help improve the effectiveness of the Customer Success organization.

What you will do

• Own the strategic direction and post-onboarding success of a portfolio of complex, high-value enterprise customers.
• Build trusted relationships with senior customer stakeholders.
• Evaluate customer program performance using data-driven decision making.
• Lead the resolution of complex customer challenges and escalations.
• Guide strategic customers through evolving security priorities and organizational changes.
• Apply AI-powered tools to improve customer insights and streamline workflows.
• Serve as a subject matter expert in the HackerOne platform, vulnerability disclosure, and bug bounty program management.
• Partner with Sales, Product, and Technical Services to identify expansion opportunities and influence product improvements.
• Identify recurring customer challenges to contribute to scalable Customer Success methodologies.

Required qualifications

• 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.
• Working technical knowledge of SaaS applications, cloud technologies, and IT operations.
• Experience using customer data and structured problem-solving approaches to inform recommendations.

Nice to have

• Experience working in cybersecurity, particularly with vulnerability disclosure programs, bug bounty programs, or related security practices.
• Experience working in a scale-up environment.

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

Before you apply

• Visa/work permit sponsorship is not available.
• Employment at HackerOne is contingent on a background check.

About the company

HackerOne is a global leader in Continuous Threat Exposure Management (CTEM) that connects customers with the expertise of the global security research community. The H1 Platform unites agentic AI solutions with security researchers ingenuity to secure the AI-native enterprise.