Head of Post-Sales Operations

HackerOne's mission is to empower the world to build a safer internet. HackerOne is the global leader in human-powered security. We leverage human ingenuity to pinpoint the most critical security flaws across your attack surface to outmatch cybercriminals. HackerOne’s Attack Resistance Platform combines creative human intelligence with the latest artificial intelligence to help organizations reduce risk and transform their businesses with confidence.

Position Summary
We are looking for an experienced leader to head our post-sales operations department. In this role you will be responsible for building and implementing vision and strategy for multiple teams that serve our customers and hackers in all aspects of post-sales operations.  These teams include professional services, customer and technical support, implementation, and other customer- and hacker-facing teams that are critical to the successful delivery of our security products and services.

What You Will Do  

• Develop and implement strategies to enhance the efficiency, effectiveness, and scalability of post-sales operations

• Drive continuous improvement initiatives to optimize customer and hacker satisfaction, retention, and overall experience

• Manage a profitable services organization ensuring that the margin profile of the business is improving with time

• Ensure that post-sales operations is a competitive differentiator for HackerOne

• Collaborate closely with cross-functional teams, including Revenue, Product, and Engineering, to ensure alignment and seamless delivery of products and services to customers

• Define and monitor key performance indicators (KPIs) to measure the performance of post-sales operations and drive results and accountability within the team

• Identify and pursue opportunities for revenue growth and expansion of post-sales services offerings

Minimum Qualifications 

• 10+ years in post-sales operations, professional services, or related field, with 4+ years in a leadership role

• Deep understanding of customer lifecycle management and post-sales processes, with strong analytical and problem-solving skills and the ability to make data-driven decisions and drive continuous improvement

• Strategic thinker with the ability to develop and execute initiatives that drive customer satisfaction and business development in a high growth company

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and interface with customers at all levels

• Must be based remotely in US. 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 remote environment.

Preferred Qualifications 

• Solid understanding and/or experience in the cybersecurity space

• Experience leading globally distributed teams

• P&L responsibility in managing consultative services for customers 

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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.

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