HackerOne - Customer Success Manager, 1:Many

Salary: £56K - £70K Employment Type: Full-Time Location Type: Remote (London, UK metropolitan area)

Position Overview

HackerOne is seeking a Customer Success Manager, 1:Many to manage a large book of business through a digital approach. This role involves overseeing a shared portfolio of accounts throughout their lifecycle, ensuring a high-quality customer experience, strong retention, and identifying growth opportunities. You will lead renewal conversations and demonstrate the value of HackerOne's solutions to customers as they assess their ongoing investment.

You will collaborate with internal HackerOne teams to enhance the customer experience and product suite, and contribute to evolving the customer journey through scalable, tech-touch engagement strategies. The Customer Success team acts as trusted advisors, guiding customers in building successful security programs on HackerOne, serving as the bridge between Customers, Company, and Community for a safer internet.

About HackerOne

HackerOne is a global leader in offensive security solutions. Our platform leverages AI and the expertise of the world's largest community of security researchers to identify and resolve security, privacy, and AI vulnerabilities across the software development lifecycle. We offer services including bug bounty, vulnerability disclosure, pentesting, AI red teaming, and code security. HackerOne is trusted by industry leaders such as Amazon, Anthropic, Crypto.com, General Motors, GitHub, Goldman Sachs, Uber, and the U.S. Department of Defense. We were recognized as a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.

HackerOne Values:

• Customer Obsessed: Prioritizing customer outcomes in all decisions and actions.
• Default to Disclosure: Operating with transparency and integrity to ensure trust and accountability.
• Win Together: Fostering empowerment, inclusion, respect, and accountability among employees, researchers, customers, and partners.

Responsibilities

• Monitor, interpret, and act on customer data to drive engagement and retention.
• Contribute to the team's library of campaigns and standardized processes to improve efficiency and enable scale.
• Collaborate with customers to gather and document requirements, ensuring they are met through measurable outcomes and deliverables.
• Serve as a liaison between customers and internal HackerOne departments (Sales, Engineering, Marketing, etc.) to ensure milestones and expectations are met.
• Support customers through escalations, providing progress updates on resolutions, including technical or hacker mediation issues.
• Deliver data-driven benchmarking, insights, and tailored recommendations to foster program growth and customer success.
• Participate in strategic presentations to customer stakeholders, highlighting the value of HackerOne services and progress toward key security goals.
• Train customers on the HackerOne product suite and facilitate their success with our hacker community.
• Champion customer needs by representing product feedback and feature requests internally.
• Coordinate with other customer touch-points, particularly triage.

Flexible Work Approach

HackerOne embraces a Flexible Work approach, enabling team members to work remotely while maintaining productivity and collaboration. We are seeking candidates located in London and its surrounding metropolitan areas to facilitate occasional in-person interactions for team collaboration and relationship building. While primarily remote, periodic in-person requirements are expected to foster stronger team and company culture.