Customer Success Manager, SMB - Remote

Overview

HackerOne is the global leader in human-powered security, harnessing the creativity of the world’s largest community of security researchers with cutting-edge AI to protect your digital assets. The HackerOne Platform combines the expertise of our elite community and the most up-to-date vulnerability database to pinpoint critical security flaws across your attack surface. Our integrated solutions, including bug bounty, pentesting, code security audits, spot checks, and AI red teaming, ensure continuous vulnerability discovery and management throughout the software development lifecycle.

In Short

• Manage a portfolio of customer accounts, focusing on engagement, satisfaction, and retention.
• Proactively oversee the renewal process for assigned accounts.
• Conduct regular check-ins with customers to monitor account health.
• Serve as a primary point of contact for customers, providing guidance and support.
• Advocate for customer needs within HackerOne.
• Assist new customers with the onboarding process.
• Provide ongoing training and support to customers.
• Work closely with Sales, Product, and Engineering teams.
• Utilize CRM and analytics tools to monitor account performance.
• Maintain accurate records of customer interactions in CRM systems.

Requirements

• 2-3 years of experience in Customer Success or Account Management.
• Strong interpersonal skills and ability to build relationships.
• Excellent customer service and proactive support.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Proficiency with CRM tools and comfort with technology.

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.
• Employee Assistance Program.
• Flexible Work Stipend.