Customer Experience Manager (CEM)

1 hour, 11 minutes ago
Full-time
Mid Level
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 a portfolio of strategic enterprise customers and build trusted relationships with key stakeholders.
  • Serve as the primary customer advocate and point of contact throughout the customer lifecycle.
  • Develop a deep understanding of each customer’s business objectives, cybersecurity strategy, organizational structure, and priorities.
  • Build multi-threaded relationships across customer organizations to strengthen partnerships and reduce renewal risk.
  • Develop and execute customer success plans aligned to enterprise customer objectives and cybersecurity priorities.
  • Drive adoption and utilization of Bugcrowd products and services to help customers realize measurable value.
  • Conduct regular business reviews and executive-level conversations focused on outcomes, program performance, and strategic priorities.
  • Monitor account health, user adoption metrics, and emerging risks to the partnership.

Requirements

  • 3+ years of experience in Customer Success, Account Management, or a related customer-facing role within cybersecurity or SaaS.
  • Experience managing complex enterprise accounts with multiple stakeholders.
  • Strong understanding of cybersecurity and the unique challenges faced by large-scale enterprise organizations.
  • Proven ability to manage renewals, retention, and account growth.
  • Strong executive presence with the ability to communicate and build relationships across technical and non-technical stakeholders.
  • Experience working directly with highly regulated industries, large corporate sectors, or complex organizational systems (preferred).
  • Proficiency in navigating complex procurement, contracting, and organizational processes (preferred).
  • Demonstrated ability to manage a large portfolio of accounts using strong project management and organizational skills (preferred).

Benefits

  • 100% remote, work-from-home environment.
  • Opportunity to work at a well-funded cybersecurity company supported by major venture investors.
  • A mission-driven culture focused on inclusion and diverse perspectives.
  • Reasonable accommodations provided for qualified individuals with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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