[Remote] Customer Success Manager, Commercial

Note: The job is a remote job and is open to candidates in USA. HackerOne is a global leader in Continuous Threat Exposure Management (CTEM). As a Customer Success Manager, you will manage a portfolio of customers, driving retention, satisfaction, and long-term value by helping them maximize the value of HackerOne’s platform and ensuring successful renewals.

Responsibilities

• Manage a portfolio of customer accounts, strengthening engagement and retention by proactively identifying risks and opportunities, demonstrating Own the Outcome for customer success metrics and renewal performance
• Build scalable workflows and leverage automation tools to improve efficiency and consistency in customer interactions, applying an AI First mindset to enhance productivity and customer outcomes
• Adapt to evolving customer needs and organizational priorities with Change Agility, maintaining strong relationships and continuity during periods of change or ambiguity
• Use Data-Driven Decision Making to monitor account health, analyze usage trends, and inform strategies that improve retention, expansion, and customer satisfaction
• Apply First Principles Problem Solving to identify root causes of customer challenges, simplifying complex issues and developing clear, effective solutions
• Partner cross-functionally with Sales, Product, and Engineering to advocate for customer needs, share insights, and improve the overall customer experience
• Lead onboarding and adoption efforts, ensuring customers successfully integrate HackerOne’s solutions and realize value quickly

Skills

• 2–3 years of experience in Customer Success, Account Management, or a related role in SaaS or technology environments
• Experience managing customer relationships and supporting renewals or retention strategies
• Proficiency with CRM tools and ability to analyze customer data to inform decisions
• Strong communication skills, with the ability to explain technical or complex concepts clearly
• Experience in cybersecurity or security-focused SaaS environments
• Familiarity with data analysis and reporting tools to track customer performance and outcomes
• Experience supporting onboarding or customer adoption programs
• Basic project management experience coordinating cross-functional initiatives

Benefits

• Health (medical, vision, dental), life, and disability insurance
• Equity stock options
• Retirement plans
• Paid public holidays and unlimited PTO
• Paid maternity and parental leave
• Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)
• Employee Assistance Program
• Eligibility may differ by country

Company Overview