Senior Customer Success Manager, Enterprise - Remote

Overview

As a Senior Customer Success Manager, you will be responsible for managing a portfolio of key accounts, ensuring their satisfaction and success with HackerOne’s products and services. You will act as a trusted advisor, focusing on driving engagement, securing renewals, and identifying opportunities for account growth.

In Short

• Manage a diverse portfolio of accounts, proactively driving engagement, satisfaction, and long-term retention.
• Own the renewal process, including forecasting, negotiation, and execution to secure contract renewals and mitigate churn risks.
• Monitor account health by tracking usage patterns, customer feedback, and satisfaction metrics, and take preemptive action to address risks.
• Conduct regular check-ins with customers to understand their evolving needs, gather feedback, and ensure alignment with HackerOne’s offerings.
• Serve as a primary point of contact for customers, facilitating issue resolution and ensuring an exceptional customer experience.
• Collaborate with Sales to identify and pursue upsell opportunities, aligning HackerOne solutions with customer business goals.
• Develop and execute account plans, focusing on renewal strategies and expansion potential to increase account value.
• Work with Product and Engineering teams to communicate customer feedback and advocate for feature enhancements that support customer success.
• Partner with Marketing to share success stories, case studies, and customer insights that contribute to broader customer engagement efforts.

Requirements

• 5-8 years of experience in Customer Success, Account Management, or related roles, with a focus on renewals and retention.
• Proven track record of meeting or exceeding renewal targets and effectively managing account lifecycles.
• Strong ability to build rapport and develop trusted relationships with customers at various organizational levels.
• Capable of identifying growth opportunities and implementing renewal strategies that align with customer goals and objectives.
• Excellent verbal and written communication skills, with the ability to effectively present to internal and external stakeholders.
• Experience working with cross-functional teams to drive customer-focused solutions and outcomes.
• Familiarity with Customer Relationship Management (CRM) software and data analytics tools.

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.
• Flexible Work Stipend.