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Bugcrowd is seeking a Customer Experience Manager (CEM) to lead retention and customer success efforts across a portfolio of global enterprise and mid-market accounts. In this role, you will be the primary point of contact for assigned customers, responsible for ensuring ongoing satisfaction, platform adoption, and successful renewals. You will own the full customer lifecycle from onboarding through renewal, serving as both an operational and strategic champion of customer value.
Key responsibilities include: managing logo and revenue retention for your account portfolio; building and maintaining trusted relationships with key stakeholders; monitoring customer health scores and engagement signals to proactively identify and mitigate churn risk; conducting regular business reviews and renewal readiness checkpoints; coordinating with Solutions Architects and Shared Success teams to ensure seamless delivery; acting as the internal voice of the customer in product planning and feedback; and documenting account plans and success metrics in Gainsight and Salesforce.
You will collaborate closely with Sales (who own expansion and upsell), Solutions Architects, Shared Success, and Program Management to deliver a world-class customer experience. The role requires expertise in explaining Bugcrowd's security solutions and program impact to both technical and non-technical audiences, and the ability to align customer usage and adoption to their strategic business goals.
This position is ideal for someone with 5+ years of customer success, account management, or hybrid customer-facing experience in B2B SaaS environments, preferably in cybersecurity or developer tools. You should have strong cross-functional collaboration skills, executive presence, and a demonstrated track record managing renewals and retention strategies for mid-market and enterprise accounts. Experience with Salesforce, Gainsight, and other customer engagement platforms is preferred.
