Customer Experience Manager (CEM)

Founded in 2012, Bugcrowd is the preemptive security platform that unifies exposure discovery and assessment, offensive testing, and intelligence shaped by AI and human insight to help organizations avoid, discover, and validate real-world risk. Bugcrowd helps security teams move faster by identifying the exposures that matter most so they can act first and stay ahead of attackers. By combining the power of humans and AI, teams can preempt attack paths and prevent breaches. Based in San Francisco and New Hampshire, Bugcrowd is supported by General Catalyst, Rally Ventures, Costanoa Ventures, and others. Visit www.bugcrowd.com.

Job Summary

As a Customer Experience Manager at Bugcrowd, you'll serve as a trusted advisor, strategic partner, and internal advocate for your customers. You'll own a portfolio of customer relationships, ensuring each engagement delivers measurable value, every program operates successfully, and every renewal is earned through exceptional customer outcomes. As the primary point of contact throughout the customer lifecycle, you'll align customer objectives with Bugcrowd's solutions, proactively drive adoption, mitigate risk, and identify opportunities for growth. Customer Experience Managers sit at the intersection of strategy, execution, and advocacy, playing a critical role in helping customers maximize the value of their investment.

Essential Duties and Responsibilities  

• Be the go-to connector between customers and our internal teams. You’re the person who makes sure nothing falls through the cracks and that everyone is rowing in the same direction.
• Act as the commercial owner and driver of renewal including maintaining and reporting an accurate weekly forecast.
• Understand and articulate business value and outcomes by aligning usage and adoption of Bugcrowd to strategic business goals of customers.
• Champion your customers’ perspectives inside Bugcrowd. When they have a need or a pain point, you make sure the right people hear it, in planning sessions, product discussions, and everywhere in between.
• Lead Executive Business Reviews that go beyond metrics by telling a compelling story of impact, fostering honest dialogue, and building the kind of executive trust that makes renewals a conversation, not a negotiation. 
• Stay ahead of the curve by keeping a close eye on health signals, program activity, and engagement trends, catching issues early and stepping in before small problems become big ones.
• Develop a comprehensive understanding of Bugcrowd’s product suite and be able to effectively demonstrate features and guide customers through product updates. 
• Support configuration, hygiene, and issue resolution in partnership with the Support and Engineering teams.
• Partner with Sales and Technical Engagement Managers to ensure seamless transitions between onboarding, adoption, and renewal.

Education, Experience, Knowledge, Skills, and Abilities 

• 3+ years in Customer Success, Account Management, or a hybrid customer-facing role in a B2B SaaS environment
• Strong understanding of customer lifecycle management, success planning, and renewals
• Excellent communication and interpersonal skills, with executive presence
• Experience with Salesforce, Gainsight, Gong and/or other customer engagement tools preferred
• Background in cybersecurity, developer tools, or cloud platforms is a strong plus

Working Conditions

The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.

Sitting and/or standing - Must be able to remain in a stationary position 50% of the time

Carrying and /or lifting - Must be able to carry / move laptop as needed throughout the work day.

Environment - remote, work-from-home 100% of the time.

Culture

• At Bugcrowd, we understand that diversity in the workplace is vital to a company’s success and growth. We strive to make sure that people are included and have a sense of being part of making Bugcrowd not only a great product but a great place to work.
• We regularly hear from both customers and researchers that Bugcrowd feels like a family, and we strive to maintain that internally as well.
• Our team consists of a broad range of people: musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artists-you get the point.

At Bugcrowd, we are solving security threats and vulnerabilities that are relevant to everyone, therefore we believe solving these problems takes all kinds of backgrounds. We value the perspectives and experiences people from underrepresented backgrounds bring.

Disclaimer

This position has access to highly confidential, sensitive information relating to the technologies of Bugcrowd. It is essential that the applicant possess the requisite integrity to maintain the information in the strictest confidence.

The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets).

Background checks may include Social Security verification, prior employment verification, personal and professional references, educational verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required by law.

Any personal data you submit in connection with your application will be processed in compliance with Bugcrowd's Privacy Policy, which you may review here: https://www.bugcrowd.com/privacy.

Equal Employment Opportunity:

Bugcrowd is EOE, Disability/Age Employer. 

Individuals seeking employment at Bugcrowd are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. 

Bugcrowd is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Bugcrowd will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact HR at ADA at bugcrowd.com.

Apply at:  https://www.bugcrowd.com/about/careers/