Remote Customer Experience & Renewal Leader

Bugcrowd Inc.; United States; Remote; USD 83,000 - 104,000; Full time

Job summary

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

As part of a collaborative, cross-functional team, you will partner with Solutions Architects, Shared Success, and Program Management to deliver a world-class customer experience in

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)
• Highly organized with strong attention to detail and follow-through
• Experience supporting or managing Mid-Market and Enterprise-level accounts
• Demonstrated ability to manage renewals and lead retention strategies
• Ability to explain value propositions and program impact to technical and non-technical audiences
• Comfort operating in a fast-paced, evolving environment
• Bachelor's degree or equivalent experience

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 unique 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.
• Collaborate with Paid Program Managers (where applicable) to support delivery of Enhanced and Premier service tiers
• Document and maintain account plans, customer profiles, and success metrics in Gainsight and Salesforce

Skills

Customer Success

Account Management

Cross-functional Collaboration

Renewals

SaaS

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Gainsight

Job description

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

As part of a collaborative, cross-functional team, you will partner with Solutions Architects, Shared Success, and Program Management to deliver a world-class customer experience in