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.