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 a global leader in Continuous Threat Exposure Management (CTEM). The HackerOne Platform unites agentic AI solutions with the ingenuity of the world’s largest community of security researchers to continuously discover, validate, prioritize, and remediate exposures across code, cloud, and AI systems. Through solutions like bug bounty, vulnerability disclosure, agentic pentesting, AI red teaming, and code security, 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 and has been named a Most Loved Workplace for Young Professionals (2024).

HackerOne is at a pivotal inflection point in the security industry. Offensive security is no longer optional – it is the standard for forward-thinking companies that want to build trust and resilience in a world where AI-driven innovation and adversaries are moving faster than ever. With the industry shifting, HackerOne stands apart: we combine the ingenuity of the largest security research community with a best-in-class AI-powered platform, trusted by the world’s top organizations.

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

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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.