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Salary: USD 141,000 - 173,000 / annual
HackerOne is a global leader in Continuous Threat Exposure Management (CTEM), combining AI-powered platform capabilities with the world's largest community of security researchers. The company helps enterprises continuously discover, validate, prioritize, and remediate exposures across code, cloud, and AI systems through solutions including bug bounty, vulnerability disclosure, agentic pentesting, AI red teaming, and code security. Trusted by industry leaders such as Anthropic, Crypto.com, General Motors, Goldman Sachs, Lufthansa, Uber, the UK Ministry of Defence, and the U.S. Department of Defense.
As a Strategic Enterprise Customer Success Manager, you will own the strategic direction and post-onboarding success of a portfolio of complex, high-value enterprise customers. You will build trusted relationships with senior customer stakeholders, align HackerOne's capabilities to evolving business and security objectives, and proactively drive measurable customer value, retention, and growth opportunities.
Key responsibilities include: owning strategic customer relationships and driving retention and expansion; applying data-driven decision-making to evaluate program performance and develop strategic recommendations; leveraging first-principles problem-solving to lead resolution of complex customer challenges and escalations; guiding customers through evolving security priorities and organizational changes; championing AI-first approaches to improve customer insights and scale practices; serving as a subject matter expert in HackerOne's platform, vulnerability disclosure, and bug bounty program management; partnering strategically with Sales, Product, Technical Services, and other teams to identify expansion opportunities and coordinate complex initiatives; and extending impact beyond your portfolio by identifying recurring customer challenges and contributing to scalable Customer Success methodologies.
This is a remote role with flexibility, targeted for candidates within approximately 50 miles of Austin, TX; Boston, MA; or Washington, DC, allowing for occasional in-person collaboration while preserving remote work benefits.
REQUIREMENTS:
- 6+ years of experience in Customer Success supporting high-touch enterprise and/or government customers in a B2B environment, with demonstrated experience managing customer relationships and delivering successful outcomes
- Experience managing complex customer programs or projects, including coordinating cross-functional stakeholders, documenting requirements, resolving issues, and delivering consistent, repeatable results
- Working technical knowledge of SaaS applications, cloud technologies, and IT operations, including the ability to discuss application capacity, utilization, and performance and communicate technical concepts effectively to diverse audiences
- Experience using customer data, program insights, and structured problem-solving approaches to inform recommendations, improve customer outcomes, and adapt to evolving customer needs
PREFERRED QUALIFICATIONS:
- Experience working in cybersecurity, particularly with vulnerability disclosure programs, bug bounty programs, or related security practices
- Experience working in a scale-up environment
