Customer Success Manager, 1:Many

Posted Jul 7

HackerOne's mission is to empower the world to build a safer internet. HackerOne is the global leader in human-powered security. We leverage human ingenuity to pinpoint the most critical security flaws across your attack surface to outmatch cybercriminals. HackerOne’s Attack Resistance Platform combines creative human intelligence with the latest artificial intelligence to help organizations reduce risk and transform their businesses with confidence.

Position Summary

The Customer Success Manager, 1:Many is responsible for managing a digital approach to a large book of business. You will work with a shared portfolio of accounts that are managed through the customer lifecycle, post-onboarding through renewal, working with internal HackerOne teams to improve the customer experience and product suite. You are also responsible for assisting in the evolution of the customer journey and development of the tech touch motion at scale. The Customer Success team crafts great customer experiences by being our customers’ most trusted advisors for building successful security programs on HackerOne. 

We are the bridge connecting our Customers, Company, and Community to a safer internet. By investing in innovation, expertise, and elevated experiences we deliver value, maximize retention, drive growth, and cultivate advocacy.

What You Will Do

  • Contribute to the team's library of campaigns, and processes that are standardized 'to drive efficiencies and enable scale
  • Work with customers to gather and document requirements, then ensure the requirements solve a customer’s business objective(s) through project outcomes and deliverables
  • Serve as liaison between customers and HackerOne internal departments (sales, engineering, marketing, etc.) in order to ensure that all milestones and requirements are met
  • Support customers with escalations and keep them up to date on progress toward resolution in the event of any technical or hacker mediation issues
  • Contribute to the refinement of the HackerOne Customer Success methodology
  • Participate in strategic presentations to customer stakeholders that help illustrate the value of HackerOne services and progress towards customers’ high-level security goals
  • Train customers on the HackerOne product set and ensure they are set up for success when interacting with hackers
  • Deliver data-driven benchmarking, insights and recommendations aimed at expanding customer programs
  • Champion product features on behalf of customers, and participate in product discussions
  • Liaison with other touch-points - most frequently triage partners & other internal teams

Minimum Qualifications  

  • 3+ years in a customer-facing services role
  • Proven ability to organize and execute projects in a consistent, repeatable and reliable manner
  • Technical conversational knowledge in the following areas: capacity, utilization, and security basics
  • Excellent time management, communications, decision making, presentation, human relations and organization skills
  • Ability to adapt to a dynamic environment
  • Ability to resolve problems in a timely manner
  • Ability to communicate technical information and ideas so others will understand
  • Ability to monitor, interpret, and learn based on customer data
  • General knowledge of cloud technologies, IT operations, project management operations
  • Must be based remotely in US or Canada, Central or Eastern Timezones. HackerOne is a digital-first company. This model offers our employees flexibility in time and location. All employees must be able to work and excel in a remote environment.

Compensation Bands:

Tier Guide

Tier C

$81K – $87K • Offers Equity

Canada

CA$78K – CA$98K • Offers Equity

#LI-Remote

#LI-HM1

We're committed to building a global team! For certain roles outside the United States, U.K., and the Netherlands, we partner with Remote.com as our Employer of Record (EOR).

Employment at HackerOne is contingent on a background check.

HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.

This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.

For US based roles only: Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position.

HackerOne Values

HackerOne commits to maintaining a strong, inclusive culture built for our employees and our community of hackers. We are driven by our five core values. We recognize that our mission is bigger than us, and therefore act with integrity at all times. As a team, we believe that transparency builds trust so we default to disclosure in our communications. Each individual executes with excellence, creating an environment of greater alignment and greater autonomy. We win as a team and respect all people to empower everyone to learn from each other, innovate, and grow.