Federal Customer Experience Manager

Bugcrowd Inc.; United States; Remote; USD 83,000 - 114,000; Full time

Job summary

Bugcrowd is seeking a Customer Experience Manager II – Federal to partner with Federal customers, owning a portfolio and guiding onboarding, adoption, renewal and expansion across the customer lifecycle.

You will collaborate with Sales, Solutions Engineering, Operations, Product, Security, and Professional Services to advocate for customers and drive outcomes in a fast-paced, mission-driven environment.

Qualifications

• 3+ years in Customer Success, Customer Experience, Account Management, or related role in cybersecurity or SaaS.
• Experience with Federal Government, DoD, intelligence, civilian agencies, or Federal contractors.
• Strong understanding of cybersecurity challenges in Federal organizations.
• Experience managing complex enterprise accounts with multiple stakeholders.
• Proven ability to manage renewals, retention and account growth.

Responsibilities

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

Skills

Federal govt experience

Account management

Executive communication

Stakeholder mgmt

Procurement processes

Project mgmt

Relationship building

Cybersecurity knowledge

Job description

Bugcrowd is seeking a Customer Experience Manager II – Federal to partner with Federal customers, owning a portfolio and guiding onboarding, adoption, renewal and expansion across the customer lifecycle.

You will collaborate with Sales, Solutions Engineering, Operations, Product, Security, and Professional Services to advocate for customers and drive outcomes in a fast-paced, mission-driven environment.