Customer Success Manager, MEA

What You Will Do

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

• Apply First Principles Problem Solving to understand customer objectives, identify root causes of challenges, and develop practical solutions that drive successful security program outcomes.
• Use Data-Driven Decision Making to analyze program performance, deliver benchmarking and actionable insights, and help customers make informed decisions about their security programs.
• Demonstrate AI First thinking by leveraging AI-powered tools to improve productivity, customer engagement, and program delivery while sharing successful practices with teammates.
• Practice Change Agility by adapting quickly to evolving customer requirements, security priorities, and platform capabilities while maintaining momentum toward desired outcomes.
• Manage a portfolio of customer accounts throughout the customer lifecycle, including onboarding, adoption, renewal, and program expansion.
• Serve as the primary liaison between customers and internal teams including Sales, Product, Engineering, Marketing, and Support to ensure customer requirements and milestones are successfully achieved.
• Support customer escalations and facilitate resolution of issues, including hacker-customer mediations when necessary, while maintaining clear communication and customer trust.
• Deliver executive business reviews, strategic presentations, and customer training sessions that demonstrate the value of HackerOne services and progress toward customer security objectives.
• Advocate for customers by gathering feedback, identifying opportunities for product improvement, and contributing to enhancements in the customer experience.
• Contribute to the continued refinement and evolution of HackerOne's Customer Success methodologies and best practices.

Minimum Qualifications

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Security Services, or a related customer-facing role.
• Experience managing customer relationships and driving successful outcomes across multiple accounts simultaneously.
• Working knowledge of cybersecurity fundamentals, including vulnerability management, security operations, cloud technologies, and security program management.
• Strong project management, communication, presentation, and stakeholder management skills with the ability to communicate technical concepts to both technical and non-technical audiences.
• Ability to travel to customers and events on a quarterly basis.

Preferred Qualifications

• Additional MEA language proficiency.
• Experience supporting enterprise SaaS, cybersecurity, or security services customers.
• Familiarity with bug bounty, vulnerability disclosure, penetration testing, or broader

Compensation Bands

Tier Guide

UK Tier: £57-64K

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