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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing high-touch enterprise customer success, leveraging SaaS applications and cybersecurity knowledge to drive customer value and retention. Capable of translating complex data insights into actionable business strategies while mentoring team members and collaborating with cross-functional stakeholders.
Highest-signal resume keywords
Customer Success ManagementSaaS Applications KnowledgeCybersecurity ExperienceCross-Functional CollaborationData-Driven Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Program ManagementTechnical Issue ResolutionPerformance EvaluationStrategic RecommendationsProblem-Solving Approaches
Soft Skills
Relationship BuildingMentoringCommunication Skills
Tools & Technologies
AI-Powered ToolsCloud TechnologiesVulnerability Disclosure ProgramsBug Bounty Program Management
Industry Keywords
B2B EnvironmentHigh-Touch Enterprise CustomersCustomer AdvocacyProgram OptimizationScale-Up Environment
Tech Stack
Tools & technologiesCloudCyber Security
About the role
Key responsibilities & impact- Own the strategic direction and post-onboarding success of a portfolio of complex, high-value enterprise customers
- Build trusted relationships with senior customer stakeholders and align HackerOne capabilities with business and security objectives
- Drive measurable customer value, retention, and growth opportunities
- Evaluate customer program performance, identify trends and risks, and develop strategic recommendations
- Translate benchmarking, adoption insights, and customer data into business narratives
- Lead resolution of complex customer challenges and escalations
- Diagnose business and technical issues, align cross-functional stakeholders, and develop durable solutions
- Guide strategic customers through evolving security priorities, organizational changes, and new product capabilities
- Apply AI-powered tools to improve customer insights, identify risks and opportunities, streamline workflows, and scale Customer Success practices
- Advise customers on HackerOne’s platform, vulnerability disclosure, bug bounty program management, integrations, researcher engagement, and program optimization
- Mentor fellow Customer Success Managers
- Partner with Sales, Product, Technical Services, and other stakeholders on expansion opportunities, product improvements, and complex customer initiatives
- Lead customer advocacy efforts, strategic program enhancements, public launches, and partnership initiatives
- Contribute to scalable Customer Success methodologies and team-wide best practices
Requirements
What you’ll need- 6+ years of experience in Customer Success supporting high-touch enterprise and/or government customers in a B2B environment
- Experience managing complex customer programs or projects, including coordinating cross-functional stakeholders, documenting requirements, resolving issues, and delivering consistent, repeatable results
- Working technical knowledge of SaaS applications, cloud technologies, and IT operations
- Ability to discuss application capacity, utilization, and performance and communicate technical concepts effectively to diverse audiences
- Experience using customer data, program insights, and structured problem-solving approaches to inform recommendations and improve customer outcomes
- Experience working in cybersecurity, particularly with vulnerability disclosure programs, bug bounty programs, or related security practices
- Experience working in a scale-up environment
- Must provide proof of authorization to work in the applicable country
- Visa/work permit sponsorship is not available
- Employment is contingent on a background check
Benefits
Comp & perks- 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