Customer Experience Manager (CEM) - Fed

Bugcrowd Inc.; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

Bugcrowd Inc. is seeking a Customer Experience Manager – Federal to own a portfolio of Federal and State and Local accounts, guiding onboarding, adoption, renewal, and expansion.

You will serve as the primary customer advocate across the lifecycle and partner with Sales, Solutions Engineering, Operations, Product, Security, and Professional Services to drive outcomes. You will develop deep knowledge of each customer’s mission and cybersecurity priorities, build multi-threaded relationships, and

Qualifications

• 3+ years in customer-facing roles within cybersecurity or SaaS.
• Federal government/DoD experience preferred.

Responsibilities

• Own a portfolio of Federal customers and develop trusted relationships with key technical, security, program, procurement, and executive stakeholders.
• Serve as the primary customer advocate and point of contact throughout the customer lifecycle.
• Develop a deep understanding of each customer's mission, cybersecurity strategy, organizational structure, and priorities.
• Build multi-threaded relationships across customer organizations to strengthen partnerships and reduce renewal risk.
• Develop and execute customer success plans aligned to Federal customer objectives and cybersecurity priorities.
• Drive adoption and utilization of Bugcrowd products and services to ensure customers realize measurable value.
• Conduct regular business reviews and executive-level conversations focused on outcomes, program performance, and strategic priorities.
• Ensure comprehensive oversight of account health, user adoption metrics, and any emerging risks to the partnership.

Skills

Customer success

Account management

Cybersecurity

SaaS

Federal government experience

Job description

Founded in 2012, Bugcrowd is the preemptive security platform that unifies exposure discovery and assessment, offensive testing, and intelligence shaped by AI and human insight to help organizations avoid, discover, and validate real-world risk. Bugcrowd helps security teams move faster by identifying the exposures that matter most so they can act first and stay ahead of attackers. By combining the power of humans and AI, teams can preempt attack paths and prevent breaches. Based in San Francisco and New Hampshire, Bugcrowd is supported by General Catalyst, Rally Ventures, Costanoa Ventures, and others. Visit www.bugcrowd.com.

Job Summary

As a Customer Experience Manager (CEM) – Federal at Bugcrowd, you will be a strategic partner to our Federal customers, helping them maximize the value of Bugcrowd’s cybersecurity platform and services. You will own a portfolio of Federal and State and Local accounts and serve as the primary point of contact across the customer lifecycle from onboarding and adoption through renewal and expansion. This role is ideal for someone who understands the unique needs of Federal customers and can successfully navigate complex organizations, multiple stakeholders, procurement processes, security requirements, and mission-driven environments. You will also partner cross-functionally with Sales, Solutions Engineering, Operations, Product, Security, and Professional Services to advocate for customers and drive successful outcomes.

Essential Duties Responsibilities

• Own a portfolio of Federal customers and develop trusted relationships with key technical, security, program, procurement, and executive stakeholders.
• Serve as the primary customer advocate and point of contact throughout the customer lifecycle.
• Develop a deep understanding of each customer's mission, cybersecurity strategy, organizational structure, and priorities.
• Build multi-threaded relationships across customer organizations to strengthen partnerships and reduce renewal risk.
• Develop and execute customer success plans aligned to Federal customer objectives and cybersecurity priorities.
• Drive adoption and utilization of Bugcrowd products and services to ensure customers realize measurable value.
• Conduct regular business reviews and executive-level conversations focused on outcomes, program performance, and strategic priorities.
• Ensure comprehensive oversight of account health, user adoption metrics, and any emerging risks to the partnership.

Education, Experience, Skills, Abilities

• 3+ years of experience in Customer Success, Customer Experience, Account Management, or a related customer-facing role within cybersecurity or SaaS.
• Experience working with Federal Government, DoD, intelligence, civilian agencies, or Federal contractors strongly preferred.
• Strong understanding of cybersecurity and the challenges faced by Federal organizations.
• Experience managing complex enterprise accounts with multiple stakeholders.
• Demonstrated ability to manage renewals, r