Technical Customer Success Manager

We are Bugcrowd. Since 2012, we’ve been empowering organizations to take back control and stay ahead of threat actors by uniting the collective ingenuity and expertise of our customers and trusted alliance of elite hackers, with our patented data and AI-powered Security Knowledge Platform™. Our network of hackers brings diverse expertise to uncover hidden weaknesses, adapting swiftly to evolving threats, even against zero-day exploits. With unmatched scalability and adaptability, our data and AI-driven CrowdMatch™ technology in our platform finds the perfect talent for your unique fight. We aim to create a new era of modern crowdsourced security that outpaces threat actors. Unleash the ingenuity of the hacker community with Bugcrowd, visit www.bugcrowd.com. Based in San Francisco, Bugcrowd is supported by Rally Ventures, Costanoa Ventures, Blackbird Ventures, Triangle Peak Partners, and others.

Bugcrowd is looking for a creative, enterprising, and intrinsically motivated individual to join our growing Customer Success Team. As a Technical Customer Success Manager, you’ll be part of an impactful team of individuals directly responsible for helping ensure the success of each and every program on the Bugcrowd platform; of which, there are a good many - and growing daily!

As the Technical Customer Success Manager, you will work directly with our Mid Market customers throughout the entire customer lifecycle.  You will be expected to drive results that tie back to strategic business goals for your accounts, your team’s goals, as well as Ideals. 

The ideal candidate will have significant experience working with mid-large corporations with a broad working knowledge of the cyber security industry.   To succeed in this role, you must be able to expertly orchestrate across multiple stakeholders, map out a shared set of goals with the customer and lead a cross functional group in accomplishing them.   The candidate will be someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.  

The Technical Customer Success Team is integral in creating and articulating a clear path to success for clients, as well as providing technical guidance across a wide variety of situations.

**Please note this role is only open to those candidates residing in the US, ideally on the East Coast as this role will cover the US EST time zone

Primary Role Responsibilities:

• Manage a portfolio of Bugcrowd’s Corporate clients to drive mutual success and growth.
• Serve as a trusted advisor to new and existing customers and build champions within customers through demonstrable knowledge of bugcrowd solutions, industry expertise and business acumen. 
• 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.
• Analyze key performance indicators, leveraging tools such as Salesforce.com , Gainsight, and Bugcrowd Platform to gauge business health on a daily, weekly, and monthly basis.
• Collaborate with cross-functional teams such as Sales, Account Management, Finance, Security Operations, Solutions Architects, Support, Researcher Success, etc. to provide updates to any program changes, long term strategy and vision, visibility and alignment.
• Conduct helpful and informative client facing meetings.
• Identify ways to add value to your customers above and beyond the contracted interactions
• Provide thought leadership to customers, understanding their business issues to ensure the best possible solution is proposed.  
• Understand and articulate business value and outcomes by aligning usage and adoption of Bugcrowd to strategic business goals of customers.
• Work closely with the account management team to create a practical and clear account plan for each customer that is proactively used and updated and represents a real picture of the customer’s landscape.   
• Effectively manage a high volume of inbound customer requests.
• Work with our Product team to prioritize customer features and requests.

Desired Skills & Experience

• 3+ years of customer success experience at a B2B SaaS Company.  
• Preferred experience in the cyber security industry. 
• Proven ability to navigate organizations to accelerate product adoption, influence collaboration, and promote opportunities for growth.  
• Ability to influence program direction to suit the needs of the client and researchers.