Customer Success Manager, Commercial

What You Will Do

Success in this role will be accomplished by delivering on the responsibilities below in alignment with the Values and Principles that define how we work at HackerOne:

• Manage a portfolio of customer accounts, strengthening engagement and retention by proactively identifying risks and opportunities, demonstrating Own the Outcome for customer success metrics and renewal performance.
• Build scalable workflows and leverage automation tools to improve efficiency and consistency in customer interactions, applying an AI First mindset to enhance productivity and customer outcomes.
• Adapt to evolving customer needs and organizational priorities with Change Agility, maintaining strong relationships and continuity during periods of change or ambiguity.
• Use Data-Driven Decision Making to monitor account health, analyze usage trends, and inform strategies that improve retention, expansion, and customer satisfaction.
• Apply First Principles Problem Solving to identify root causes of customer challenges, simplifying complex issues and developing clear, effective solutions.
• Partner cross-functionally with Sales, Product, and Engineering to advocate for customer needs, share insights, and improve the overall customer experience.
• Lead onboarding and adoption efforts, ensuring customers successfully integrate HackerOne’s solutions and realize value quickly.

Minimum Qualifications

• 2–3 years of experience in Customer Success, Account Management, or a related role in SaaS or technology environments
• Experience managing customer relationships and supporting renewals or retention strategies
• Proficiency with CRM tools and ability to analyze customer data to inform decisions
• Strong communication skills, with the ability to explain technical or complex concepts clearly

Preferred Qualifications

• Experience in cybersecurity or security-focused SaaS environments
• Familiarity with data analysis and reporting tools to track customer performance and outcomes
• Experience supporting onboarding or customer adoption programs
• Basic project management experience coordinating cross-functional initiatives

Compensation Bands

Tier Guide

Tier B: $100k base plus 10% variable

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