Strategic Enterprise Customer Success Manager

Cyber StrategiX; Austin, Boston, Washington (TX, MA, District of Columbia); Hybrid; USD 141,000 - 173,000; Full time

Benefits offered by this job

Health, vision, dental

Equity stock options

Retirement plans

Paid holidays and unlimited PTO

Parental leave

Leaves of absence

Employee Assistance Program

Job summary

HackerOne seeks a Senior Strategic Enterprise Customer Success Manager to own post-onboarding outcomes for a portfolio of complex enterprise and government customers. You will manage executive relationships, align platform value with security objectives, and drive retention, expansion, and long-term advocacy.

You will partner with Sales, Product, and Technical Services, applying data-driven insights to shape program strategy and improve outcomes.

Qualifications

• 6+ years of experience in Customer Success supporting high-touch enterprise and/or government customers in a B2B environment.
• Experience managing complex customer programs or projects with cross-functional stakeholders.
• Working technical knowledge of SaaS applications, cloud technologies, and IT operations.

Responsibilities

• Own the strategic direction and post-onboarding success of a portfolio of complex, high-value enterprise customers.
• Build trusted relationships with senior customer stakeholders and drive retention and growth.
• Apply data-driven decision making to evaluate program performance and advise on security outcomes and program maturity.
• Lead cross-functional initiatives, resolve escalations, and champion an AI-first approach within the team.
• Identify recurring challenges and contribute to scalable CS methodologies and best practices.

Skills

Enterprise Customer Success

Strategic Account Management

Executive Stakeholder Management

Customer Retention

Customer Expansion

Cybersecurity

Vulnerability Disclosure Programs

Bug Bounty Programs

SaaS

Cloud Technologies

Data Analysis

Cross-functional Collaboration

Escalation Management

Program Management

AI-powered Workflows

Job description

HackerOne# Strategic Enterprise Customer Success ManagerReview the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.Apply for this job View companyRemote from: USASalary: USD 141k–173k / yrDepartment: Customer Support & SuccessEmployment: Full TimeExperience: SeniorPublished: 29 Oct 2026Apply before: 28 Nov 2026Listing views: 109Application actions: 6Application toolkit## Make your next move.Prepare your resume, explore your fit, and draft a cover letter for this opportunity.AI Summary## The role, at a glance.HackerOne is seeking a senior Customer Success Manager to own post-onboarding outcomes for a portfolio of complex, high-value enterprise and government customers. The role combines executive relationship management, security-program strategy, data-driven account planning, escalations, retention, and expansion support. The successful candidate will act as an expert advisor on HackerOne’s vulnerability disclosure and bug bounty platform while partnering closely with Sales, Product, and Technical Services. This is a US-based remote position targeted to candidates near Austin, Boston, or Washington, DC, with occasional in-person connection described as part of the company’s flexible-work culture. Candidates need at least six years of high-touch B2B enterprise customer success experience and solid working knowledge of SaaS, cloud, and IT operations.## Role DNAA quick view of the complexity, pace, ownership and collaboration implied by the job description.### Job Complexity4/5EasyHard### Pace & Pressure4/5RelaxedFast-paced### Autonomy Level5/5GuidedFull ownership### Communication Load5/5IndependentCollaborative**AI insight**This is a strategic, senior-facing customer success role requiring ownership of complex security programs, technical discussions, escalations, and cross-functional initiatives. Success depends on translating program data into business outcomes while navigating ambiguous, high-stakes enterprise needs.## Salary analysisEstimated compensation compared with the broader US market for similar roles.Estimated job median (per year)Market rate**$157,000**US market range (per year)**$135k–$185k**0$203.50k**AI insight**The employer discloses a credible annual base-salary range of $141,000–$173,000 USD, with a midpoint of $157,000. Estimated US annual market pay for a strategic enterprise Customer Success Manager with cybersecurity and complex-account responsibilities is approximately $135,000–$185,000 USD; actual compensation may vary by location, security-domain depth, and variable or equity components.## Core skillsSkills and capabilities most closely associated with this opportunity.Enterprise Customer SuccessStrategic Account ManagementExecutive Stakeholder ManagementCustomer RetentionCustomer ExpansionCybersecurityVulnerability Disclosure ProgramsBug Bounty ProgramsSaaSCloud TechnologiesData AnalysisCross-functional CollaborationEscalation ManagementProgram ManagementAI-powered Workflows**Sample interview questions**Opportunity details## About this role.HackerOne is a global leader in Continuous Threat Exposure Management (CTEM) and the only solution provider that pairs the simultaneous trust of the Fortune 500 and the world’s largest community of security researchers to secure the AI-native enterprise. The H1 Platform unites agentic AI solutions with security researchers ingenuity to continuously discover, validate, prioritize, and remediate exposures across code, cloud, and AI systems. Through solutions such as agentic and human offensive security testing, AI red teaming, code security, validation, and remediation, HackerOne delivers measurable, continuous reduction of cyber risk for enterprises. Industry leaders, including Anthropic, Crypto.com, General Motors, Goldman Sachs, Lufthansa, Uber, UK Ministry of Defence, and the U.S. Department of Defense, trust HackerOne to safeguard their digital ecosystems. HackerOne was recognized in Gartner’s Emerging Tech Impact Radar: AI Cybersecurity Ecosystem report for its leadership in AI Security Testing.**HackerOne Values**HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is **Customer Obsessed** and prioritizes customer outcomes in our decisions and actions. We **Default to Disclosure** by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners **Win Together** by fostering empowerment, inclusion, respect, and accountability.Remote Location: Austin, TX; Boston, MA or Washington, DC### **Position Summary**At HackerOne, we are building a safer internet by connecting our customers with the expertise of the global security research community. As a Strategic Enterprise Customer Success Manager, you will serve as a trusted strategic advisor to some of our most complex enterprise customers, helping them maximize the value of HackerOne’s platform, advance their security programs, and achieve meaningful business outcomes.In this role, you will own strategic customer relationships, navigate complex business and technical challenges, and influence customer success strategies that drive retention, growth, and long-term advocacy. Beyond your individual portfolio, you will help elevate the effectiveness of our Customer Success organization by sharing expertise, strengthening best practices, and partnering across teams to deliver scalable improvements to the customer experience.At HackerOne, we embrace a Flexible Work approach that gives us the freedom to do our best work while also fostering the connections and community that make us stronger. Reflecting this philosophy, this is a remote role targeted for candidates within ~50 miles of Austin, TX; Boston, MA or Washington, DC. We believe this balance of proximity and flexibility gives Hackeronies the chance to occasionally come together – fostering collaboration, connection, and in-person moments that enrich our culture – while still preserving the benefits of remote work.### **Primary Responsibilities*** Own the strategic direction and post-onboarding success of a portfolio of complex, high-value enterprise customers. Build trusted relationships with senior customer stakeholders, align HackerOne’s capabilities to evolving business and security objectives, and proactively drive measurable customer value, retention, and opportunities for growth.* Apply **Data-Driven Decision Making** to evaluate customer program performance, identify trends and risks, and develop strategic recommendations that improve security outcomes and program maturity. Translate benchmarking, adoption insights, and customer data into compelling business narratives that influence customer priorities and internal decisions.* Leverage **First Principles Problem Solving** to lead the resolution of complex customer challenges and escalations. Diagnose underlying business and technical issues, align cross-functional stakeholders, and develop durable solutions that address immediate customer needs while identifying opportunities for broader process and service improvements.* Demonstrate **Change Agility** by guiding strategic customers through evolving security priorities, organizational changes, and new product capabilities. Anticipate challenges, adapt engagement strategies, and help customers navigate ambiguity while maintaining confidence, momentum, and measurable program outcomes.* Champion an **AI First** approach by thoughtfully applying AI-powered tools to improve customer insights, identify emerging risks and opportunities, streamline repeatable workflows, and scale effective Customer Success practices. Share learnings and practical applications that help improve efficiency and effectiveness across the team.* Serve as a recognized subject matter expert in HackerOne’s platform, vulnerability disclosure, and bug bounty program management. Advise customers on advanced program strategies, product capabilities, integrations, researcher engagement, and program optimization. Share expertise and mentor fellow Customer Success Managers to strengthen team capabilities and customer outcomes.* Partner strategically with Sales, Product, Technical Services, and other cross-functional stakeholders to identify and advance expansion opportunities, influence product improvements, and coordinate complex customer initiatives. Lead customer advocacy efforts, including strategic program enhancements, public launches, and initiatives that strengthen long-term customer partnerships.* Extend your impact beyond your assigned portfolio by identifying recurring customer challenges, contributing to scalable Customer Success methodologies, and helping establish best practices adopted across the team. Translate customer feedback and emerging needs into actionable recommendations that improve the customer experience, strengthen operational consistency, and support broader business objectives.### **Minimum Qualifications*** 6+ years of experience in Customer Success supporting high-touch enterprise and/or government customers in a B2B environment, with demonstrated experience managing customer relationships and delivering successful outcomes.* Experience managing complex customer programs or projects, including coordinating cross-functional stakeholders, documenting requirements, resolving issues, and delivering consistent, repeatable results.* Working technical knowledge of SaaS applications, cloud technologies, and IT operations, including the ability to discuss application capacity, utilization, and performance and communicate technical concepts effectively to diverse audiences.* Experience using customer data, program insights, and structured problem-solving approaches to inform recommendations, improve customer outcomes, and adapt to evolving customer needs.### **Preferred Qualifications*** Experience working in cybersecurity, particularly with vulnerability disclosure programs, bug bounty programs, or related security practices.* Experience working in a scale-up environment.### **Compensation Bands**Tier B: $141,000-$173,000 Base#LI-Remote#LI-KM1### Job Benefits:* Health (medical, vision, dental), life, and disability insurance\\** Equity stock options* Retirement plans* Paid public holidays and unlimited PTO* Paid maternity and parental leave* Leaves of absence (including caregiver leave and leave under CO’s Healthy Families and Workplaces Act)* Employee Assistance Program**\\*Eligibility may differ by country**We’re committed to building a global team! For certain roles outside the United States, India, the U.K., and the Netherlands, we partner with Remote.com as our Employer of Record (EOR).Visa/work permit sponsorship is not available.*Employment at HackerOne is contingent on a background check.*HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.For US based roles only: Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position.