Customer Experience & Renewal Lead - SaaS Cybersecurity

Bugcrowd; United States; On-site; USD 83,000 - 104,000; Full time

Benefits offered by this job

Remote work

Job summary

Bugcrowd is seeking a highly organized, strategic Customer Experience Manager (CEM) to lead retention across our global client base. You will be the primary contact for an assigned portfolio, ensuring ongoing satisfaction, platform adoption and renewal execution.

As a CEM, you will champion customer value and collaborate with Solutions Architects, Shared Success, and Program Management to deliver a world-class experience in a fast-paced SaaS environment. Remote role.

Qualifications

• 5+ years in Customer Success, Account Management, or a hybrid customer-facing role in a B2B SaaS environment.
• Strong understanding of customer lifecycle management, success planning, and renewals.
• Excellent communication and interpersonal skills, with executive presence.
• Proven ability to manage cross-functional collaboration (e.g., with Sales, Support, Product, Security).
• Demonstrated ability to manage renewals and lead retention strategies.

Responsibilities

• Own the logo and revenue renewal for an assigned portfolio of customer accounts.
• Build and maintain trusted relationships with key stakeholders across the customer lifecycle.
• Serve as the internal voice of the customer and advocate for customer needs in planning, delivery, and product feedback.
• Partner with Sales to ensure seamless transitions between onboarding, adoption, and renewal.
• Monitor customer health scores, usage data, and engagement signals to anticipate risk and proactively intervene.
• Conduct regular business reviews and renewal readiness checkpoints with each customer.
• Coordinate onboarding and technical delivery with assigned Solutions Architect.
• Support configuration, hygiene, and issue resolution in partnership with the Shared Success team.
• Act as an expert resource in Bugcrowd's solutions, educating customers on product capabilities relevant to their business cases.
• Ensure execution of customer journey touchpoints, including onboarding, program performance and health, business reviews, retention, support, aging submissions and other opportunities.
• Understand and articulate business value and outcomes by aligning usage and adoption of Bugcrowd to strategic business goals of customers.

Skills

Executive presence

Cross-functional collaboration

Renewals

Strategic account management

Communication

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Gainsight

Customer engagement tools

Job description

Bugcrowd is seeking a highly organized, strategic Customer Experience Manager (CEM) to lead retention across our global client base. You will be the primary contact for an assigned portfolio, ensuring ongoing satisfaction, platform adoption and renewal execution.

As a CEM, you will champion customer value and collaborate with Solutions Architects, Shared Success, and Program Management to deliver a world-class experience in a fast-paced SaaS environment. Remote role.