Manager, Customer Success

Company Summary

Bugcrowd is the world’s #1 crowdsourced security company. Our award-winning platform combines actionable, contextual intelligence with the skill and experience of the world’s most elite hackers to help leading organizations solve security challenges, protect customers, and make the digitally connected world a safer place.

Job Summary 

Bugcrowd is looking for a creative, enterprising, and intrinsically motivated individual to join our growing Customer Success Team. As a Manager for the Customer Success team, you’ll be part of an impactful team of individuals directly responsible for helping ensure the success of each and every program on the Bugcrowd platform; of which, there are a good many - and growing daily!

As the Manager of Customer Success, you will work directly with some of our largest and most strategic customers throughout the entire customer lifecycle, as well as provide coaching and mentorship to a team of Technical Customer Success Managers. This is a hybrid role that will require frequent multi-tasking between management, technical, business, strategic, and planning activities. You will be expected to drive results that tie back to strategic business goals for your accounts, your team’s goals, as well as Ideal. The Customer Success Team is integral in creating and articulating a clear path to success for clients, as well as providing technical guidance across a wide variety of situations.

Essential Duties and Responsibilities

This is an exciting opportunity to play an integral part in Bugcrowd’s customer success program. We expect you to be an extremely experienced and incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment. Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success. This is not a 9-5 clock in and clock out position (or company), and you expect to thrive–not in a silo, but in an incredibly well-resourced, supportive, customer-fueled environment.

• Lead, coach and empower the team of Technical Customer Success Managers (TCSM) to be successful in their roles
• Work with cross functional teams to assure customer and CSM voice is heard and identify opportunities to drive value cross-functionally
• Set a strong example of alignment with the Bugcrowd values, and provide open, constructive feedback to your team
• Function as a customer advocate and provide internal feedback on how Bugcrowd can better serve our customers including tracking and escalating issues and feature requests
• Ensure execution of customer journey touchpoints, including onboarding, program performance and health, business reviews, retention, and other opportunities
• Execute processes and programs to improve program engagement and adoption to mitigate customer risk and drive value
• Work with Director of CS, Sales, Operations to create outreach campaigns and automate customer outreach to assure scalable support and engagement
• Leverage Gainsight, Tableau and/or other tools to identify trends, pursue opportunities and escalate/remediate gaps 
• Address customer inquiries based on specific SLAs and ensure the team has clear expectations for doing the same.  
• Attention to detail and organizational skills to manage multiple work streams and deliver high-quality output on time and in full;
• Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management
• Coach team on Customer Success best practices along with with executing growth and optimization strategies for our customers
• Relentlessly drive to understand your team’s customers and their problems – and spot trends and develop insights to share with the broader Bugcrowd team
• Work with TCSMs to understand business needs and objectives, craft appropriate strategies, and identify/implement campaigns to help achieve customer goals
• Analyze key performance indicators, leveraging tools such as Salesforce.com, Gainsight, and Bugcrowd Platform to gauge business health on a daily, weekly and monthly basis
• Work with Product to prioritize customer features and requests

Knowledge, Skills, and Abilities

• This is an exciting opportunity to play an integral part in Bugcrowd’s customer success program. We expect you to be an extremely experienced and incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment. Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success. This is not a 9-5 clock in and clock out position (or company), and you expect to thrive–not in a silo, but in an incredibly well-resourced, supportive, customer-fueled environment.
• You are, at your heart, a people manager; you view your success through the lens of your team members' successes and are inspired, motivated, and driven every day to make your team the most successful individual and team performers in your organization. 
• You embody empathy and accountability.
• Demonstrated ability to lead a customer-facing team to exceed performance goals — strong people management, coaching, and development experience
• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
• Resilient and adaptable to change
• High capacity for managing, prioritizing and balancing customer and organizational workload (Meetings, tasks, admin work, email, project work, etc.
• Compelling verbal and written communication and presentation skills to easily explain and discuss complex concepts with a wide variety of audiences.
• The ability to think strategically, along with a willingness to execute and build from the ground up with a "no task too small" mindset.
• Technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable ROI
• Power User/Expertise in Gainsight, Slack, Google Workspace/GSuite, Salesforce, etc. 
• Customer obsessed - a passion for understanding, driving, and improving customer adoption of Bugcrowd’s product.

Pay Range Disclosure

The base pay range for this role takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to Qualifications, Geographical Location, Education/certifications, Experience, Skill Sets, Training, and other business and organizational needs. 

At Bugcrowd, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for the position of Manager, Customer Success is: $81,000  - $135,000.

This position may also be eligible to participate in a discretionary bonus program or commission plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Culture

• At Bugcrowd, we understand that diversity in the workplace is vital to a company’s success and growth. We strive to make sure that people are included and have a sense of being part of making Bugcrowd not only a great product but a great place to work.
• We regularly hear from both customers and researchers that Bugcrowd feels like a family, and we strive to maintain that internally as well.
• Our team consists of a broad range of people: musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artists—you get the point.

At Bugcrowd, we are solving security threats and vulnerabilities that are relevant to everyone, therefore we believe solving these problems takes all kinds of backgrounds. We value the perspectives and experiences people from underrepresented backgrounds bring. We are a supportive & collaborative team who understand that reaching Bugcrowd’s potential depends on the happiness of the employee.

Disclaimer

This position has access to highly confidential, sensitive information relating to the technologies of Bugcrowd. It is essential that the applicant possess the requisite integrity to maintain the information in the strictest confidence.

The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets).

Background checks may include Social Security verification, prior employment verification, personal and professional references, educational verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required by law.

Equal Employment Opportunity:

Bugcrowd is EOE, Disability/Age Employer. 

Individuals seeking employment at Bugcrowd are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Apply at: https://www.bugcrowd.com/about/careers/