Manager, Customer Success Management (Enterprise, North America)

HackerOne is the global leader in human-powered security, harnessing the creativity of the world’s largest community of security researchers with cutting-edge AI to protect your digital assets. The HackerOne Platform combines the expertise of our elite community and the most up-to-date vulnerability database to pinpoint critical security flaws across your attack surface. Our integrated solutions, including bug bounty, pentesting, code security audits, spot checks, and AI red teaming, ensure continuous vulnerability discovery and management throughout the software development lifecycle. Trusted by industry leaders such as Coinbase, General Motors, GitHub, Goldman Sachs, Hyatt, PayPal, and the U.S. Department of Defense, HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.

The Manager of Customer Success Management will focus on developing and guiding the Enterprise Customer Success team in North America. This role includes hiring, onboarding, coaching, and tracking team performance against critical KPIs/OKRs while also serving as an escalation point for the team. As part of the management group, the Manager is responsible for enhancing the overall experience for customers and the hackers working on customer programs. This includes overseeing team-wide account portfolios, providing direction and support for direct report accounts, and offering guidance on renewal-related activities as needed. A strong understanding of hacker-powered security best practices and a collaborative approach with ethical hackers are essential for success.

The Customer Success team builds exceptional customer experiences, serving as trusted advisors to help clients successfully run programs on HackerOne.

• Manage up to 8 Customer Success Managers (CSMs), providing coaching, feedback, and development opportunities.

• Partner with other managers to set goals for the team and prioritize projects to meet those objectives.

• Delegate and oversee internal initiatives, ensuring project milestones are met.

• Refine and implement delivery strategies for specific account tiers, ensuring consistency in execution.

• Support CSMs in maintaining customer health, driving retention, and identifying account expansion opportunities.

• Act as a liaison between the Customer Success team and other internal departments to align priorities and initiatives.

• Own and resolve customer escalations, working through challenges to deliver successful outcomes.

• Analyze data related to team utilization and capacity to make informed decisions on resource allocation.

• Recruit, mentor, and develop CSMs, fostering an environment of professional growth and accountability.

• Drive the value of HackerOne across both new and existing customers, promoting successful program outcomes.

• Enterprise Account Support: 

  • Support CSMs in developing tailored success plans aligned with clients' long-term business and security goals.

  • Collaborate with executive stakeholders and internal teams to ensure alignment and resolve challenges.

  • Support executive reviews using analytics to demonstrate value and progress.

  • Proactively identify risks and opportunities to adjust strategies and enhance program outcomes.

• 5+ years of experience in a Customer Success role, with demonstrated expertise in account management and customer engagement.

• At least 3 years of experience managing enterprise, focusing on accountability and growth.

• Proven ability to manage and execute projects reliably, using data-driven insights to guide decision-making.

• Advanced troubleshooting skills and the ability to make strategic decisions in a dynamic environment.

• Strong customer service orientation with a track record of resolving incidents and maintaining customer satisfaction.

• Excellent time management, communication, presentation, and relationship-building skills.

• Ability to provide constructive feedback to direct reports, fostering trust and confidence while holding them accountable.

• Experience collaborating with cross-functional teams and driving initiatives across departments.

• General knowledge of security concepts, IT operations, and project management best practices.

• Must be based remotely in US or Canada (Pacific, Mountain, or Central time preferred). HackerOne is a digital-first company. This model offers our employees flexibility in time and location. All employees must be able to work and excel in a remote environment.

Compensation Bands:
Tier Guide

Tier B

$111K – $130K • Offers Equity

Tier C

$105K – $130K • Offers Equity

Canada

CA$105K – CA$132K • Offers Equity

#LI-Remote

#LI-HM1

We are a Circle Back Initiative Employer and commit to responding to every applicant.

We're committed to building a global team! For certain roles outside the United States, U.K., and the Netherlands, we partner with Remote.com as our Employer of Record (EOR).

Employment at HackerOne is contingent on a background check.

HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.

This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.

For US based roles only: Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position.

HackerOne Values

HackerOne commits to maintaining a strong, inclusive culture built for our employees and our community of hackers. We are driven by our five core values. We recognize that our mission is bigger than us, and therefore act with integrity at all times. As a team, we believe that transparency builds trust so we default to disclosure in our communications. Each individual executes with excellence, creating an environment of greater alignment and greater autonomy. We win as a team and respect all people to empower everyone to learn from each other, innovate, and grow.