Customer Experience Manager (CEM) - Fed

Bugcrowd · Los Angeles

Customer SupportRemoteposted 10d ago

We are Bugcrowd. Since 2012, we’ve been empowering organizations to take back control and stay ahead of threat actors by uniting the collective ingenuity and expertise of our customers and trusted alliance of elite hackers, with our patented data and AI-powered Security Knowledge Platform™. Our network of hackers brings diverse expertise to uncover hidden weaknesses, adapting swiftly to evolving threats, even against zero-day exploits. With unmatched scalability and adaptability, our data and AI-driven CrowdMatch™ technology in our platform finds the perfect talent for your unique fight. We aim to create a new era of modern crowdsourced security that outpaces threat actors. Unleash the ingenuity of the hacker community with Bugcrowd, visit www.bugcrowd.com. Based in San Francisco and New Hampshire, Bugcrowd is supported by General Catalyst, Rally Ventures, Costanoa Ventures, and others.

Job Summary

Bugcrowd is seeking a highly organized, strategic, and customer-focused Customer Experience Manager (CEM) to lead retention efforts across our global client base. As a CEM, you will be the primary point of contact for a portfolio of accounts, responsible for ensuring ongoing customer satisfaction, platform adoption, and renewal execution. While Sales owns all expansion, upsell, and new business, CEMs are the operational and strategic champions of customer value, partnering closely with Solutions Architects, Shared Success, and Program Management (where sold) to deliver a world-class experience.

This role is ideal for someone with experience managing complex customer relationships in cybersecurity or SaaS environments, who thrives in a highly collaborative, cross-functional environment and is passionate about customer retention and operational excellence.

Essential Duties & Responsibilities

Own the logo and revenue renewal for an assigned portfolio of customer accounts
Build and maintain trusted relationships with key stakeholders across the customer lifecycle
Serve as the internal voice of the customer and advocate for customer needs in planning, delivery, and product feedback
Partner with Sales to ensure seamless transitions between onboarding, adoption, and renewal
Monitor customer health scores, usage data, and engagement signals to anticipate risk and proactively intervene
Conduct regular business reviews and renewal readiness checkpoints with each customer
Coordinate onboarding and technical delivery with assigned Solutions Architect
Support configuration, hygiene, and issue resolution in partnership with the Shared Success team
Act as an expert resource in Bugcrowd’s solutions, educating customers on product capabilities relevant to their unique business cases.
Ensure execution of customer journey touchpoints, including onboarding, program performance and health, business reviews, retention, support, aging submissions and other opportunities.
Understand and articulate business value and outcomes by aligning usage and adoption of Bugcrowd to strategic business goals of customers.
Collaborate with Paid Program Managers (where applicable) to support delivery of Enhanced and Premier service tiers
Document and maintain account plans, customer profiles, and success metrics in Gainsight and Salesforce

Education, Experience, Skills, & Abilities

5+ years in Customer Success, Account Management, or a hybrid customer-facing role in a B2B SaaS environment
Strong understanding of customer lifecycle management, success planning, and renewals
Excellent communication and interpersonal skills, with executive presence
Proven ability to manage cross-functional collaboration (e.g., with Sales, Support, Product, Security)
Highly organized with strong attention to detail and follow-through
Experience supporting or managing Mid-Market and Enterprise-level accounts
Demonstrated ability to manage renewals and lead retention strategies
Ability to explain value propositions and program impact to technical and non-technical audiences
Comfort operating in a fast-paced, evolving environment
Bachelor's degree or equivalent experience

Preferred Experience

Experience with Salesforce, Gainsight, and/or other customer engagement tools preferred
Background in cybersecurity, developer tools, or cloud platforms is a strong plus

Working Conditions

The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.

Sitting and/or standing - Must be able to remain in a stationary position 50% of the time

Carrying and /or lifting - Must be able to carry / move laptop as needed throughout the work day.

Environment - remote, work-from-home 100% of the time.

Pay Range Disclosure

At Bugcrowd, we strive for fairness, equality and to create an environment that allows our people to perform at their very best. Our compensation philosophy is to foster a collaborative community that rewards, attracts and retains the best possible talent.

The provided salary details are based on US national averages and we retain the flexibility to tailor to the needs of the business. The national estimate for the current base range for this position is $83,200 - $104,000.

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.

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.

Any personal data you submit in connection with your application will be processed in compliance with Bugcrowd's Privacy Policy, which you may review here: https://www.bugcrowd.com/privacy.

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.

Bugcrowd is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Bugcrowd will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact HR at ADA at bugcrowd.com.

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