Senior Customer Success Manager, Enterprise

HackerOne is the global leader in human-powered security, harnessing the creativity of the world's largest community of security researchers with cutting-edge AI to protect your digital assets. The HackerOne Platform combines the expertise of our elite community and the most up-to-date vulnerability database to pinpoint critical security flaws across your attack surface. Our integrated solutions, including bug bounty, pentesting, code security audits, spot checks, and AI red teaming, ensure continuous vulnerability discovery and management throughout the software development lifecycle. Trusted by industry leaders such as Coinbase, General Motors, GitHub, Goldman Sachs, Hyatt, PayPal, and the U.S. Department of Defense, HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.

As a Senior Customer Success Manager, you will be responsible for managing a portfolio of key accounts, ensuring their satisfaction and success with HackerOne's products and services. You will act as a trusted advisor, focusing on driving engagement, securing renewals, and identifying opportunities for account growth. This role requires a proactive and strategic approach to account management, working closely with Sales, Product, and Engineering teams to align customer needs with HackerOne's solutions.

At HackerOne, we embrace a Flexible Work approach, enabling our team members to work remotely while maintaining productivity and collaboration. We are seeking candidates located in Seattle, WA; Austin, TX; or Washington, DC, and the surrounding metropolitan areas, to facilitate occasional in-person interactions as needed. While the position is primarily remote, there will be periodic in-person requirements to support team collaboration and foster stronger connections. This approach ensures flexibility while providing opportunities to build meaningful in-person relationships that strengthen our team and company culture.

• Manage a diverse portfolio of accounts, proactively driving engagement, satisfaction, and long-term retention.

• Own the renewal process, including forecasting, negotiation, and execution to secure contract renewals and mitigate churn risks.

• Monitor account health by tracking usage patterns, customer feedback, and satisfaction metrics, and take preemptive action to address risks.

• Conduct regular check-ins with customers to understand their evolving needs, gather feedback, and ensure alignment with HackerOne's offerings.

• Serve as a primary point of contact for customers, facilitating issue resolution and ensuring an exceptional customer experience.

• Collaborate with Sales to identify and pursue upsell opportunities, aligning HackerOne solutions with customer business goals.

• Develop and execute account plans, focusing on renewal strategies and expansion potential to increase account value.

• Work with Product and Engineering teams to communicate customer feedback and advocate for feature enhancements that support customer success.

• Partner with Marketing to share success stories, case studies, and customer insights that contribute to broader customer engagement efforts.

• 5-8 years of experience in Customer Success, Account Management, or related roles, with a focus on renewals and retention.

• Proven track record of meeting or exceeding renewal targets and effectively managing account lifecycles.

• Strong ability to build rapport and develop trusted relationships with customers at various organizational levels.

• Capable of identifying growth opportunities and implementing renewal strategies that align with customer goals and objectives.

• Excellent verbal and written communication skills, with the ability to effectively present to internal and external stakeholders.

• Experience working with cross-functional teams to drive customer-focused solutions and outcomes.

• Familiarity with Customer Relationship Management (CRM) software and data analytics tools.

• Experience in Cyber security

Compensation Bands:

$108K - $122K * Offers Equity

#LI-Remote

#LI-HM1

• 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

• Flexible Work Stipend

*Eligibility may differ by country

We are a Circle Back Initiative Employer and commit to responding to every applicant.

We're committed to building a global team! For certain roles outside the United States, U.K., and the Netherlands, we partner with Remote.com as our Employer of Record (EOR).

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.

HackerOne Values

HackerOne commits to maintaining a strong, inclusive culture built for our employees and our community of hackers. We are driven by our five core values. We recognize that our mission is bigger than us, and therefore act with integrity at all times. As a team, we believe that transparency builds trust so we default to disclosure in our communications. Each individual executes with excellence, creating an environment of greater alignment and greater autonomy. We win as a team and respect all people to empower everyone to learn from each other, innovate, and grow.

Compensation Range: $108K - $122K