Hacker Success Manager - Community

Based in United Kingdom or Netherlands (Remote)
Position Summary HackerOne is seeking an energetic and self-motivated community or customer success expert to join our growing global Community Team. The Hacker Success Manager will be part of a dedicated team responsible for hacker relationships, coordinating and monitoring their success, support and advocacy both on and off-platform. Each Hacker Success Manager has a dedicated portfolio of hackers within our global community which they manage throughout their journey at HackerOne. 
Within their portfolio, they will be those hacker’s dedicated advocates to help support, monitor and increase engagement and connect hackers with new opportunities. They are also responsible for gathering feedback from hackers and working with internal HackerOne teams to improve the hacker experience and platform suite. 
The Hacker Success Management team crafts great hacker experiences by being our hackers’ most trusted advocates. This dedicated team is new to HackerOne and ideal candidates will be strategic, energetic and self-motivated. 
Hacker-powered security is built on the foundation that leveraging human creativity to break things will ultimately make us stronger. The HackerOne Community team is no different. We thrive in a fast-paced collaborative environment and are passionate about our global hacker community.
This position will be located remotely in EMEA or APAC and will report to the Sr. Hacker Success Manager.
Mission of the Community Team at HackerOneThe Community Team’s mission is to ensure that HackerOne is the #1 source of education, support, and financial opportunity for our global hacker community. 

Your Journey at HackerOne

• This role is integral in achieving HackerOne’s Community growth, retention, support and education strategies. Championing our hackers is the heart and soul of our Community Team, and this role will be integral to the success and empowerment of our global hacker community. 
• Work with a dedicated portfolio of existing and highly engaged hackers to customize and manage their entire journey on HackerOne, including tracking and monitoring activity, helping to drive engagement and connecting hackers to the right opportunities at the right time to help them grow in their hacking journey
• You will be these hacker’s biggest champion, both internally within the organization and externally
• Help these hackers with mediations or other platform related issues, driving for mutually beneficial resolutions
• Help to build growth goals and core milestones for hackers within your portfolio, monitoring progress and providing support and targeted points within a hacker’s journey
• Monitor hacker’s internal and external experiences on applicable forums, such as public slack workspaces, Discord servers, Twitter, etc.
• Serve as liaison between hackers and HackerOne internal departments (sales, engineering, marketing, etc.) in order to ensure that all milestones and requirements are met
• Support hackers with escalations and keep them up to date on progress toward resolution in the event of any hacker<>customer mediations or concerns
• Contribute to the refinement of the HackerOne Hacker Success methodology, continuing to build strategy and process improvements
• When applicable, train hackers on the HackerOne  platform and ensure they are set up for success 
• Deliver data-driven benchmarking, insights and recommendations aimed at growing a hacker’s connections and engagement on our platform
• Champion product features on behalf of hackers, and participate in product discussions
• Support the Community Team on various initiatives, such as  speaking engagements, live hacking/brand ambassador events or other hacker-facing projects
• In addition to maintaining a manageable cohort of hackers, you will also be responsible for operational support on the Community Team. This can include but is not limited to contributing to the refinement and development of tools utilized by the Community Team such as Gainsight, Discord, Intercom and other existing and new tooling to help with automating tasks and deliverables 
• Ability to travel, around 10-15%, as required

Who You Are

• 5+ years of customer service or community experience, ideally within the security industry
• Self-directed, action oriented individual with an aptitude and desire to work in fast-paced startup environment
• Excellent written communication and presentation skills
• Excellent interpersonal skills and ability to work effectively with a wide range of individuals and leaders across the organization
• Ability to analyze and solve problems, perform complex tasks and prioritize multiple projects
• Must be an organized individual who is a strong collaborator, who can leverage cross-functional relations