Senior Technical Customer Success Manager

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 Experience Team. As a Senior Customer Success Manager, you’ll be part of a small but 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 Senior Technical Customer Success Manager, you will work directly with some of our largest and most strategic customers throughout the entire customer lifecycle.  You will be expected to drive results that tie back to strategic business goals for your accounts, your team’s goals, as well as Ideals. 

The ideal candidate will have significant experience working with large corporations with a broad working knowledge of the cyber security industry.   To succeed in this role, you must be able to expertly orchestrate across multiple stakeholders, map out a shared set of goals with the customer and lead a cross functional group in accomplishing them.   The candidate will be someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.  

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

• Manage a portfolio of Bugcrowd’s largest and enterprise clients to drive mutual success and growth.
• Serve as a trusted advisor to new and existing customers and build champions within customers through demonstrable knowledge of bugcrowd solutions, industry expertise and business acumen. 
• Understand and articulate business value and outcomes by aligning usage and adoption of bugcrowd to strategic business goals of customers.
• Act as an expert resource in bugcrowd’s solutions, educating customers on product capabilities relevant to their unique business cases. 
• Conduct helpful and informative client facing meetings.
• Ensure execution of customer journey touchpoints, including onboarding, program performance and health, business reviews, retention, support, aging submissions and other opportunities.
• Identify ways to add value to your customers above and beyond the contracted interactions
• Provide thought leadership to customers, understanding their business issues to ensure the best possible solution is proposed. 
• Work closely with the account management team to create a practical and clear account plan for each customer that is proactively used and updated and represents a real picture of the customer’s landscape.   
• Effectively manage a high volume of inbound customer requests.
• 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.
• Collaborate with cross-functional teams to ensure visibility and alignment.
• Work with our Product team to prioritize customer features and requests.

Knowledge, Skills, and Abilities

• 5+ years of customer success experience at a B2B SaaS Company.  Bonus points if you have experience in the cyber security industry. 
• Proven ability to navigate sophisticated Enterprise organizations to accelerate product adoption, influence collaboration, and promote opportunities for growth.  
• Exceptional project management experience that has involved multiple stakeholders. 
• Shown ability to learn and explain a technical product or concept.
• Passionate about achieving extraordinary results through tenacious and creative program solving.
• Loves Data, someone that persistently looks at data to uncover business insights and drive decision-making.
• Experience working across multiple business units in large enterprise accounts.
• Excellent written, verbal and presentation skills.
• A collaborative, assertive but helpful and empathetic working style

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 Senior Technical Customer Success Manager is: $74,700  - $126,100.

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/