Customer Success Manager, SMB

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.

HackerOne Values

HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is Customer Obsessed and prioritizes customer outcomes in our decisions and actions. We Default to Disclosure by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners Win Together by fostering empowerment, inclusion, respect, and accountability.

Customer Success Manager, SMB

Remote Location: Seattle, WA; San Francisco Bay Area; Austin, TX; or Washington, DC

Position Summary

As a Customer Success Manager, you will play a key role in managing a portfolio of accounts, driving customer satisfaction, and ensuring successful renewals. This role focuses on maintaining strong relationships with customers, understanding their needs, and helping them achieve their business objectives with HackerOne’s products and services. You will collaborate closely with cross-functional teams to resolve issues and ensure a positive customer experience.

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; San Francisco Bay Area; 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.

What You Will Do

• Manage a portfolio of customer accounts, focusing on engagement, satisfaction, and retention.

• Proactively oversee the renewal process for assigned accounts, identifying potential challenges and developing strategies to secure renewals.

• Conduct regular check-ins with customers to monitor account health, gather feedback, and address any concerns.

• Serve as a primary point of contact for customers, providing guidance and support to help them achieve their goals with HackerOne’s solutions.

• Advocate for customer needs within HackerOne, collaborating with internal teams to resolve issues and enhance the customer experience.

• Assist new customers with the onboarding process, ensuring a smooth transition and successful adoption of HackerOne’s products.

• Provide ongoing training and support to customers, helping them fully utilize HackerOne’s solutions and optimize their security programs.

• Work closely with Sales, Product, and Engineering teams to align on customer needs, share feedback, and support account growth opportunities.

• Participate in internal initiatives to improve processes, share best practices, and contribute to a culture of continuous improvement.

• Utilize CRM and analytics tools to monitor account performance, track key metrics, and provide insights that inform customer success strategies.

• Maintain accurate records of customer interactions, renewal progress, and other relevant data in CRM systems.

Minimum Qualifications  

• 2-3 years of experience in Customer Success, Account Management, or a similar role, preferably with exposure to renewals and retention strategies.

• Strong interpersonal skills and the ability to build and maintain positive customer relationships.

• Demonstrated commitment to providing excellent customer service and proactive support.

• Excellent verbal and written communication skills, with the ability to explain complex concepts to a variety