Technical Customer Success Manager

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.

Bugcrowd is looking for a creative, enterprising, and intrinsically motivated individual to join our growing Customer Success team. As a Technical 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!

The Technical Customer Success Manager role is the guide (aka sherpa) for Customers through the execution of their program with Bugcrowd. The ideal candidate is a quick learner of complex concepts, a consummate professional, and an effective communicator with proven excellence in building cross-functional relationships. Furthermore, it is heavily preferred if they have a strong understanding of common security issues and concepts such as the OWASP Top Ten, common pentesting/vulnerability assessment tools, general web/tech acumen, and a passion for delivering results. This role is integral in creating and articulating a clear path to success for our clients, as well as providing technical guidance across a wide variety of situations.

Primary Role Responsibilities:

• Work effectively and independently to guide and direct customers - providing technical guidance externally, and providing feedback internally as well. In doing this, it will be necessary to: 
• Guide the customer experience, training, and recommendations of best practices for setting up and running a quality crowdsourced security program.
• Act as a technical resource providing program performance recommendations, be able to review and speak to the content and quality of findings to programs themselves.
• Understand client requirements and expectations, consult on an actionable strategy to implement and deliver a successful program that meets or exceeds the client’s standards/expectations.  
• Manage client feedback by providing invaluable input, feedback, and guidance to internal teams (i.e. Product). 
• Team oriented, self-motivated, professional, with a “can do” attitude in agile environments.
• High degree of ownership over their work - excellent organization and prioritization skills with ability to manage multiple projects, prioritize, maintain a strong attention to detail and meet deadlines with minimal supervision.
• Provide concise, clear, and comprehensive documentation of customer interactions - Excellent communication and writing (technical and non-technical) skills as well as oral and visual presentation skills.

Desired Skills & Experience

• Familiarity with and capable of using command line tools and utilities (Bash, SSH, grep, etc).
• Understanding of how common security testing tools are utilized and to what purposes (examples include Burp, nmap, kali, metasploit, gobuster, etc).
• Ability to explain common security vulnerabilities - at a minimum, the OWASP top ten, but ideally beyond.
• Have a rough frame of reference for how a researcher (or security professional) would typically go through attacking a given target, meaning that you’re aware of common attack vectors and methodologies in testing.
• Able to create a mental (or written) model of a target’s attack surface and understand what types of attacks would be commonly leveraged against targets of a particular genre.
• Able to work in a cross-departmental capacity that can serve as a clear source of guidance for a wide range of security and bug bounty-related questions.
• Experience creating documentation and policies to support the role (blogs, collateral, etc).
• Able to independently find solutions to both technical and non-technical problems with no apparent answer (aggressive googling, stack overflow, etc).
• At least vaguely familiar with at least one scripting language (python, ruby, bash, etc) to a degree of proficiency that simple tools can be made to help automate tasks, workflow, etc.

Culture:

• 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.
• Dog-friendly!
• Bugcrowd was founded in Australia, so expect a few Aussies here in SF, as well as our Sydney office. 
• We come from all over though: there are 24 different flags currently hanging in the office representing our countries of origin.  

The Perks: 

• Competitive salary and stock options
• Flexible vacation time.
• Mental Health Days
• Exceptional medical, dental & vision coverage
• 401k
• Pre-tax commuter benefits

Background Checks:

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.