Customer Success Manager, 1:Many EMEA

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 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.

Customer Success Manager, 1:Many

Remote Location: London, UK

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 across the customer lifecycle - ensuring a high-quality experience, strong retention, and growth opportunities. This includes leading renewal conversations and aligning customers with the value of HackerOne's solutions as they evaluate their ongoing investment.

You’ll collaborate closely with internal HackerOne teams to improve the customer experience and product suite, and you’ll help evolve the customer journey through scalable, tech-touch engagement strategies. 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.

At HackerOne, we embrace a Flexible Work approach, enabling our team members to work remotely while maintaining productivity and collaboration. We are seeking candidates located in London, and the surrounding metropolitan areas, to facilitate occasional in-person interactions as needed. While the position is primarily remote, there will be periodic in-person requirements to support team collaboration and foster stronger connections. This approach ensures flexibility while providing opportunities to build meaningful in-person relationships that strengthen our team and company culture.

What You Will Do

• Monitor, interpret, and take action based on customer data to drive engagement and retention.

• Contribute to the team's library of campaigns and standardized processes to drive efficiencies and enable scale.

• Work with customers to gather and document requirements, then ensure those requirements are met through measurable outcomes and deliverables.

• Serve as a liaison between customers and internal HackerOne departments (Sales, Engineering, Marketing, etc.) to ensure milestones and expectations are met.

• Support customers through escalations and provide updates on progress toward resolution, including technical or hacker mediation issues.

• Deliver data-driven benchmarking, insights, and tailored recommendations aimed at program growth and customer success.

• Participate in strategic presentations to customer stakeholders that highlight the value of HackerOne services and progress toward key security goals.

• Train customers on the HackerOne product set and set them up for success with our hacker community.

• Champion customer needs by representing product feedback and feature requests internally.

• Coordinate with other customer touch-points—especially triage partners and support teams—to provide a seamless experience.

Minimum Qualifications

• 5+ years in a Customer Success role, ideally managing a large volume of accounts.

• Excellent project and time management skills, with a demonstrated ability to execute in a consistent and reliable manner.

• Strong communication, presentation, and interpersonal skills.

• Technical fluency in areas like capacity, utilization, and security fundamentals.

• Comfortable navigating a dynamic, remote-first environment.

• Ability to analyse and interpret customer data to drive actions and decisions.

• General understanding of cloud technologies, IT operations, and project management methodologies.

Preferred Qualifications

• Experience supporting customers across diverse geographies and time zones.

• Additional language skills are helpful but not a requirement.

Compensation Band:

OTE £56K – £70K • Offers Equity

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

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).

Visa/work permit sponsorship is not available.

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.