Customer Experience Manager (CEM)

Bugcrowd

Contract type

Ongoing

Work mode

100% remote

Experience

Mid-level · 3+ years

Job description

Own a portfolio of strategic enterprise customers and develop trusted relationships with key technical, security, program, procurement, and executive stakeholders
Serve as the primary customer advocate and point of contact throughout the customer lifecycle
Develop a deep understanding of each customer's business objectives, cybersecurity strategy, organizational structure, and priorities
Build multi-threaded relationships across customer organizations to strengthen partnerships and reduce renewal risk
Develop and execute customer success plans aligned to enterprise customer objectives and cybersecurity priorities
Drive adoption and utilization of Bugcrowd products and services to ensure customers realize measurable value
Conduct regular business reviews and executive-level conversations focused on outcomes, program performance, and strategic priorities
Ensure comprehensive oversight of account health, user adoption metrics, and any emerging risks to the partnership
Company mission
To empower organizations to take back control and stay ahead of threat actors by uniting the collective ingenuity and expertise of customers and a trusted alliance of elite hackers with patented data and AI-powered security technology

3+ years of experience in Customer Success, Account Management, or a related customer-facing role within cybersecurity or SaaS
Experience managing complex enterprise accounts with multiple stakeholders
Strong understanding of cybersecurity and the unique challenges faced by large-scale enterprise organizations
Proven ability to manage renewals, retention, and account growth
Strong executive presence with the ability to communicate and build relationships across both technical and non-technical stakeholders
Preferred: Experience working directly with highly regulated industries, large corporations
Information not specified
Project Management