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.

Position Summary

HackerOne’s Customer Success team is committed to creating exceptional customer experiences and serving as trusted advisors in helping customers build successful programs on our platform. We work closely with customers, driving their success and satisfaction from onboarding through the entire lifecycle of the account.

The Senior Customer Success Manager (CSM) at HackerOne plays a critical role in managing SaaS accounts, overseeing the post-onboarding lifecycle, and ensuring the delivery of successful client engagements. This role focuses on driving customer retention, managing the renewal process, and providing data-driven insights to optimize customer programs. The CSM acts as a liaison between clients and internal teams, ensuring customer goals and pain points are addressed through project outcomes and deliverables.

What You Will Do

• Guide the customer’s overall program strategy to align with their long-term business objectives. Take ownership of strategic deliverables that impact the customer’s success and the overall relationship.

• Act as a strategic leader within HackerOne, spearheading cross-functional efforts and serving as a subject matter expert to influence internal roadmaps and processes. Build and maintain a robust network of resources across the organization to drive successful outcomes.

• Lead strategic onboarding engagements for large, complex customers, identifying high-value initiatives and tailoring HackerOne solutions to fit their business needs.

• Guide customer program strategies, ensuring the execution of goals, workflows, and long-term success.

• Serve as a strategic advisor, developing deep relationships and identifying key areas for growth and optimization within customer accounts.

• Lead data-driven decision-making by providing insights, benchmarking, and expert recommendations to improve customer programs at scale.

• Offer personalized recommendations for various program and engagement maturity stages, based on best practices and data.

• Own and drive the renewal process for high-value accounts, ensuring high renewal rates and identifying opportunities for expansion.

• Partner with sales and leadership teams to drive upsell opportunities, working to expand HackerOne’s footprint within strategic accounts.

• Monitor customer health metrics and proactively lead initiatives to mitigate risks and ensure continued satisfaction.

• Influence product strategy by championing customer feedback within the organization, driving enhancements that align with customer needs and HackerOne’s strategic goals.

• Lead customer-focused working groups to ensure the ongoing evolution of HackerOne’s offerings

• Travel as required

Minimum Qualifications  

• 5+ years in a customer success or account management role, managing complex SaaS accounts in a B2B environment.

• Demonstrated ability to independently lead high-impact projects and drive strategic outcomes in a customer-facing role.

• Proven success in managing and negotiating large-scale renewals and identifying expansion opportunities.

• Strong cross-functional leadership, able to influence internal teams and senior stakeholders.

• Expert-level communication, decision-making, and problem-solving skills, with the ability to lead complex discussions with technical and business audiences.

• Strong knowledge of SaaS, cloud technologies, and IT operations. Experience in cybersecurity or within a high-growth environment is preferred.

• Must be based remotely in US or Canada, Eastern or Central Timezones. HackerOne is a digital-first company. This model offers our employees flexibility in time and location. All employees must be able to work and excel in a remot