Remote Strategic Enterprise Customer Success Manager

HackerOne; Boston (MA); Remote; USD 141,000 - 173,000; Full time

Benefits offered by this job

Health insurance

Equity stock options

Retirement plans

Paid public holidays and unlimited PTO

Parental leave

Leaves of absence

Employee Assistance Program

Job summary

HackerOne is building a safer internet by connecting customers with the world’s leading community of security researchers. As a Strategic Enterprise Customer Success Manager, you will serve as a trusted advisor to some of our most complex enterprise customers, helping them maximize value from HackerOne's platform and advance their security programs.

You will own strategic relationships, navigate technical challenges, drive retention and growth, and mentor other CS Managers.

Qualifications

• 6+ years in Customer Success for high-touch enterprise and/or government customers in a B2B environment.
• Experience managing complex customer programs with cross-functional stakeholders.
• Working technical knowledge of SaaS applications, cloud technologies, and IT operations.
• Experience using customer data and structured problem-solving to inform recommendations.

Responsibilities

• Own the strategic direction and post-onboarding success of a portfolio of complex, high-value enterprise customers.
• Apply Data-Driven Decision Making to evaluate program performance and drive improvements.
• Lead resolution of complex customer challenges and escalations with cross-functional teams.
• Guide customers through evolving security priorities and new product capabilities while maintaining momentum.
• Champion an AI First approach to apply AI-powered tools for insights and efficiency.
• Advise customers on advanced program strategies, integrations, and research engagement.
• Partner with Sales, Product, and Technical Services to identify expansion opportunities and coordinate initiatives.
• Translate feedback into actionable recommendations to improve the customer experience.

Skills

Customer Success

Enterprise accounts

SaaS

Cross-functional

Problem solving

Job description

HackerOne is building a safer internet by connecting customers with the world’s leading community of security researchers. As a Strategic Enterprise Customer Success Manager, you will serve as a trusted advisor to some of our most complex enterprise customers, helping them maximize value from HackerOne's platform and advance their security programs.

You will own strategic relationships, navigate technical challenges, drive retention and growth, and mentor other CS Managers.