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Bugcrowd is seeking a Customer Experience Manager to lead retention efforts across its global enterprise client base. You will own a portfolio of strategic enterprise customers and serve as the primary point of contact throughout their lifecycle, responsible for ensuring ongoing satisfaction, platform adoption, and successful renewals.
Key responsibilities include developing trusted relationships with key technical, security, program, procurement, and executive stakeholders at customer organizations. You will develop deep understanding of each customer's business objectives, cybersecurity strategy, and organizational priorities, then build multi-threaded relationships to strengthen partnerships and reduce renewal risk.
You will develop and execute customer success plans aligned to enterprise objectives, drive adoption and utilization of Bugcrowd products to ensure customers realize measurable value, and conduct regular business reviews and executive-level conversations focused on outcomes and strategic priorities. You will maintain comprehensive oversight of account health, user adoption metrics, and emerging risks to partnerships.
The role requires 3+ years of experience in Customer Success, Account Management, or related customer-facing roles within cybersecurity or SaaS environments. You must have experience managing complex enterprise accounts with multiple stakeholders and a strong understanding of cybersecurity challenges faced by large-scale organizations. Proven ability to manage renewals, retention, and account growth is essential, along with strong executive presence and ability to communicate across technical and non-technical stakeholders.
Preferred qualifications include experience with highly regulated industries, large corporate sectors, complex organizational systems, procurement and contracting processes, and demonstrated ability to manage large account portfolios using strong project management skills.
This is a 100% remote role based in the UK, working with Bugcrowd's global customer base.
