Customer Experience Manager (CEM)

Bugcrowd

8d•$83,200 - $104,000•Remote

About The Position

Bugcrowd is seeking a highly organized, strategic, and customer-focused Customer Experience Manager (CEM) to lead retention efforts across our global client base. As a CEM, you will be the primary point of contact for a portfolio of accounts, responsible for ensuring ongoing customer satisfaction, platform adoption, and renewal execution. While Sales owns all expansion, upsell, and new business, CEMs are the operational and strategic champions of customer value, partnering closely with Solutions Architects, Shared Success, and Program Management (where sold) to deliver a world-class experience. This role is ideal for someone with experience managing complex customer relationships in cybersecurity or SaaS environments, who thrives in a highly collaborative, cross-functional environment and is passionate about customer retention and operational excellence.

Requirements

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

Nice To Haves

Experience with Salesforce, Gainsight, and/or other customer engagement tools preferred
Background in cybersecurity, developer tools, or cloud platforms is a strong plus

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