Customer Experience Manager (CEM) - Fed

17 hours, 39 minutes ago
Full-time
Senior
Customer and Technical Support
Bugcrowd

Bugcrowd

Bugcrowd provides a crowdsourced cybersecurity platform that connects organizations with elite security researchers to enhance security measures through managed bug bounty programs, penetration testing, and vulnerability disclosure initiatives.

Internet Software & Services
1K-5K
Founded 2012
$79M raised

Description

  • Own logo and revenue renewals for an assigned portfolio of customer accounts.
  • Build trusted relationships with customer stakeholders throughout the customer lifecycle.
  • Advocate for customer needs in planning, delivery, and product feedback.
  • Partner with Sales to transition customers from onboarding through adoption and renewal.
  • Monitor health scores, usage data, and engagement signals to identify and address risks.
  • Conduct business reviews and renewal-readiness checkpoints.
  • Coordinate onboarding and technical delivery with Solutions Architects.
  • Support configuration, data hygiene, and issue resolution with Shared Success.
  • Educate customers on Bugcrowd solutions and align adoption with strategic business outcomes.
  • Coordinate customer journey activities, including onboarding, program performance, support, retention, and aging submissions.
  • Collaborate with Paid Program Managers on Enhanced and Premier service delivery.
  • Maintain account plans, customer profiles, and success metrics in Gainsight and Salesforce.

Requirements

  • 5+ years of experience in Customer Success, Account Management, or a similar customer-facing B2B SaaS role.
  • Strong understanding of customer lifecycle management, success planning, and renewals.
  • Experience supporting or managing Mid-Market and Enterprise accounts.
  • Demonstrated ability to manage renewals and lead retention strategies.
  • Excellent communication, interpersonal, and executive presentation skills.
  • Ability to collaborate cross-functionally with Sales, Support, Product, and Security teams.
  • Strong organizational skills, attention to detail, and follow-through.
  • Ability to explain value propositions and program impact to technical and non-technical audiences.
  • Comfort working in a fast-paced, evolving environment.
  • Bachelor’s degree or equivalent experience.
  • Experience with Salesforce, Gainsight, or other customer engagement tools preferred.
  • Cybersecurity, developer tools, or cloud platform experience preferred.
  • Ability to work remotely and meet the role’s physical requirements, including remaining stationary approximately 50% of the time.
  • Must pass applicable background checks and maintain confidentiality of sensitive information.

Benefits

  • 100% remote, work-from-home position.
  • Base salary range of $83,200–$104,000 nationally.
  • Potential eligibility for a discretionary bonus or commission plan.
  • Inclusive workplace with equal employment opportunity and reasonable accommodation support.

Interested in this position?

Apply directly on the company website

Apply Now

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