Senior Enterprise Customer Success Manager

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 Senior Enterprise Customer Success Manager is responsible for the customer relationship. You will work with enterprise customers by leading, coordinating, and monitoring their programs and handling the account lifecycle post onboarding through delivery for client engagements. You will have dedicated strategic SaaS accounts that you run. You are also responsible for gathering customer feedback and working with internal HackerOne teams to improve the customer experience.

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

• Work with HackerOne and client partners to gather and document requirements, then ensure the requirements solve a customer’s pain point or objective(s) through project outcomes and deliverables.

• Serve as liaison between clients and HackerOne technical and non-technical departments to ensure that all targets and requirements are met.

• Build and maintain a network of cross-functional technical resources within HackerOne and any relative partnerships to allow for higher productivity, increased business, and rapid resolution of problems and partner concerns.

• Contribute to the refinement of the HackerOne Customer Services methodology.

• Provide support by driving the value of HackerOne to both potential and existing HackerOne customers and internal sales teams.

• Understand customers’ internal processes & goals, and share standard methodologies that drive good working relationships with customers.

• Data-driven benchmarking, insights, and recommendations.

• Support program-specific expansion efforts (targeted invites, promotions, etc..)

• Collect product feedback/feature requests, and demo new features.

• Support public launches and related communication efforts, including consultation on working with hackers.

• Liaison with other touch-points - most frequently triage partners & other teams from H1.

• Be a HackerOne product expert, which includes helping train customers on products, setting up common workflows/integrations, etc.

• Specialists at running vulnerability disclosure/bug bounty programs.

• Personalized recommendations for various maturity stages based on best practices and data.

• Provide feedback and insights gained through customer interaction to internal teams.

• Champion product features on behalf of customers, and participate in product discussion.

• Travel as required, around once a quarter

Minimum Qualifications

• 4+ years in a customer success role working with high touch Enterprise and/or Government organizations in a B2B environment

• Proven ability to organize and execute projects in a consistent, repeatable, and reliable manner

• Technical conversational knowledge in the following areas:

  • Capacity, utilization, and performance of SaaS applications

• Excellent time management, communications, decision-making, presentation, human relations and organization skills

• Ability to adapt to a dynamic environment

• Ability to resolve problems promptly

• Ability to communicate technical information and ideas so others will understand

• General knowledge of cloud technologies, IT operations, and 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.

Preferred Qualifications

• Cyber Security and/or experience working in a scale-up environment is an advantage

Compensation Bands:

Tier Guide

Tier A

$120K – $135K • Offers Equity

Tier B

$108K – $135K • Offers Equity

Tier C

$102K – $127K • Offers Equity

Canada

CA$96K – CA$120K • Offers Equity

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.