Remote Federal CX Manager

OpenKrill; United States; Remote; USD 83,000 - 114,000; Full time

Job summary

Bugcrowd, based in San Francisco and New Hampshire, seeks a Customer Experience Manager II (CEM II) – Federal to partner with Federal customers and maximize the value of Bugcrowd’s cybersecurity platform and services. You will own a portfolio of Federal and State and Local accounts from onboarding through renewal and expansion.

You will partner cross-functionally with Sales, Solutions Engineering, Operations, Product, Security, and Professional Services to advocate for customers and drive

Qualifications

• 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.
• Strong understanding of cybersecurity and the challenges faced by Federal organizations.
• Experience managing complex enterprise accounts with multiple stakeholders.
• Demonstrated ability to manage renewals, retention, and account growth.
• Strong executive presence and communication skills.
• Ability to build relationships with both technical and non-technical stakeholders.
• Strong project management and organizational skills with the ability to manage a large portfolio of accounts.
• Ability to navigate complex procurement, contracting, and organizational processes.
• Comfortable working in a fast-paced, highly collaborative environment.
• Strong business acumen and the ability to connect cybersecurity solutions to customer outcomes.

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

Federal Government

Cybersecurity

Enterprise Accounts

Renewals

Executive Presence

Stakeholder Management

Project Management

Procurement Processes

Cross-functional Collaboration

Job description

Bugcrowd, based in San Francisco and New Hampshire, seeks a Customer Experience Manager II (CEM II) – Federal to partner with Federal customers and maximize the value of Bugcrowd’s cybersecurity platform and services. You will own a portfolio of Federal and State and Local accounts from onboarding through renewal and expansion.

You will partner cross-functionally with Sales, Solutions Engineering, Operations, Product, Security, and Professional Services to advocate for customers and drive