Customer Experience Manager (CEM)
Job description
Customer Experience Manager at Bugcrowd responsible for owning a portfolio of customer relationships, driving adoption, mitigating risk, and owning renewals. The role acts as the primary point of contact and internal advocate throughout the customer lifecycle.
At a glance
- Work mode
- Remote
What you'll do
- Be the go-to connector between customers and internal teams, ensuring nothing falls through the cracks and everyone is aligned
- 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 customers' perspectives inside Bugcrowd, making sure the right people hear their needs and pain points 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 executive trust
- Keep a close eye on health signals, program activity, and engagement trends, catching issues early
- Develop a comprehensive understanding of Bugcrowd's product suite and 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
What we're looking for
- 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
Nice to have
- Experience with Salesforce, Gainsight, Gong and/or other customer engagement tools
- Background in cybersecurity, developer tools, or cloud platforms
Apply
About Bugcrowd
The preemptive security platform that unifies exposure discovery and assessment, offensive testing, and intelligence shaped by AI and human insight
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. By combining the power of humans and AI, teams can preempt attack paths and prevent breaches.
Mission
Help organizations avoid, discover, and validate real-world risk so security teams can act first and stay ahead of attackers
Key facts
- 2012
- San Francisco and New Hampshire
- Cybersecurity
- Founded in 2012
- Based in San Francisco and New Hampshire
- Supported by General Catalyst, Rally Ventures, Costanoa Ventures, and others
Partners & customers
What they value
- Diversity in the workplace is vital to a company's success and growth
- Inclusion and a sense of being part of making Bugcrowd a great product and a great place to work
- Feels like a family