Strategic Enterprise Customer Success Manager
About The Position
HackerOne is hiring a Strategic Enterprise Customer Success Manager to serve as a trusted strategic advisor to complex enterprise customers. The role owns strategic customer relationships and post-onboarding success, helping customers maximize the value of HackerOne’s platform, advance their security programs, and achieve measurable business outcomes. The manager will support retention, growth, and long-term customer advocacy while navigating complex business and technical challenges. The position also contributes to the effectiveness of the broader Customer Success organization by sharing expertise, mentoring colleagues, strengthening best practices, and helping develop scalable improvements to the customer experience. The role partners with Sales, Product, Technical Services, and other teams to address customer needs, advance expansion opportunities, influence product improvements, and coordinate complex initiatives. This is a remote role targeted to candidates within approximately 50 miles of Austin, Texas; Boston, Massachusetts; or Washington, DC. HackerOne describes its work approach as flexible, with occasional in-person gatherings.
Requirements
- At least 6 years of experience in Customer Success supporting high-touch enterprise and/or government customers in a B2B environment.
- 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.
- 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 changing customer needs.
Nice To Haves
- Experience in cybersecurity, particularly with vulnerability disclosure programs, bug bounty programs, or related security practices.
- Experience working in a scale-up environment.
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 align HackerOne’s capabilities with evolving business and security objectives.
- Drive measurable customer value, retention, and opportunities for growth.
- Evaluate customer program performance, identify trends and risks, and develop recommendations that improve security outcomes and program maturity.
- Translate benchmarking, adoption insights, and customer data into business narratives that influence customer priorities and internal decisions.
- Lead the resolution of complex customer challenges and escalations by diagnosing underlying business and technical issues, aligning stakeholders, and developing durable solutions.
- Guide strategic customers through changing security priorities, organizational changes, and new product capabilities while maintaining confidence, momentum, and program outcomes.
- Apply AI-powered tools to improve customer insights, identify risks and opportunities, streamline workflows, and scale Customer Success practices; share learnings with the team.
- Advise customers on HackerOne’s platform, vulnerability disclosure, bug bounty program management, advanced program strategies, product capabilities, integrations, researcher engagement, and program optimization.
- Mentor fellow Customer Success Managers and share expertise to strengthen team capabilities and customer outcomes.
- Partner with Sales, Product, Technical Services, and other stakeholders on expansion opportunities, product improvements, and complex customer initiatives.
- Lead customer advocacy efforts, including strategic program enhancements, public launches, and initiatives that strengthen long-term partnerships.
- Identify recurring customer challenges and contribute to scalable Customer Success methodologies and team best practices.
- Translate customer feedback and emerging needs into recommendations that improve customer experience, operational consistency, and business outcomes.
Benefits
- Medical, vision, and dental insurance
- Life and disability insurance
- Equity stock options
- Retirement plans
- Paid public holidays
- Unlimited PTO
- Paid maternity and parental leave
- Leaves of absence, including caregiver leave and leave under Colorado’s Healthy Families and Workplaces Act
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
