Customer Success Manager, Commercial

HackerOne • Seattle, WA

10d • Remote

About The Position

HackerOne is a global leader in Continuous Threat Exposure Management (CTEM), uniting AI solutions with security researchers to discover, validate, prioritize, and remediate exposures. The HackerOne Platform offers solutions like bug bounty, vulnerability disclosure, agentic pentesting, AI red teaming, and code security to reduce cyber risk for enterprises. Industry leaders trust HackerOne to safeguard their digital ecosystems. HackerOne was recognized in Gartner’s Emerging Tech Impact Radar: AI Cybersecurity Ecosystem report and named a Most Loved Workplace for Young Professionals (2024). The company is at a pivotal point in the security industry, emphasizing offensive security as a standard for forward-thinking companies. HackerOne combines the ingenuity of its security research community with an AI-powered platform.

HackerOne is dedicated to fostering a strong and inclusive culture with values centered on Customer Obsession, Default to Disclosure, and Winning Together. This Customer Success Manager role is remote, targeted for candidates within ~50 miles of Austin, TX or Seattle, WA, reflecting a Flexible Work approach that balances remote benefits with opportunities for in-person collaboration.

Requirements

• 2–3 years of experience in Customer Success, Account Management, or a related role in SaaS or technology environments
• Experience managing customer relationships and supporting renewals or retention strategies
• Proficiency with CRM tools and ability to analyze customer data to inform decisions
• Strong communication skills, with the ability to explain technical or complex concepts clearly

Nice To Haves

• Experience in cybersecurity or security-focused SaaS environments
• Familiarity with data analysis and reporting tools to track customer performance and outcomes
• Experience supporting onboarding or customer adoption programs
• Basic project management experience coordinating cross-functional initiatives

Responsibilities

• Manage a portfolio of customer accounts, strengthening engagement and retention by proactively identifying risks and opportunities, demonstrating Own the Outcome for customer success metrics and renewal performance.
• Build scalable workflows and leverage automation tools to improve efficiency and consistency in customer interactions, applying an AI First mindset to enhance productivity and customer outcomes.
• Adapt to evolving customer needs and organizational priorities with Change Agility, maintaining strong relationships and continuity during periods of change or ambiguity.
• Use Data-Driven Decision Making to monitor account health, analyze usage trends, and inform strategies that improve retention, expansion, and customer satisfaction.
• Apply First Principles Problem Solving to identify root causes of customer challenges, simplifying complex issues and developing clear, effective solutions.
• Partner cross-functionally with Sales, Product, and Engineering to advocate for customer needs, share insights, and improve the overall customer experience.
• Lead onboarding and adoption efforts, ensuring customers successfully integrate HackerOne’s solutions and realize value quickly.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed