Responsibilities
- 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.
Requirements
- 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.
Nice to Have
- Additional MEA language proficiency.
- Experience supporting enterprise SaaS, cybersecurity, or security services customers.
- Familiarity with bug bounty, vulnerability disclosure, penetration testing, or broader
Compensation
£57-64K
Work Arrangement
Remote (City/Region) — London, UK
Additional Information
- Remote role targeted for candidates within ~80 kilometers of London, UK
- Ability to travel to customers and events on a quarterly basis
- Employment at HackerOne is contingent on a background check
- Visa/work permit sponsorship is not available
