Bugcrowd

Customer Experience Manager

Bugcrowd

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $83,200 - $104,000 per year

About the role

  • 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

Requirements

  • 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.
Benefits
  • Health insurance
  • 401(k)
  • Paid time off
  • Flexible working arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer lifecycle managementsuccess planningrenewalsaccount managementcustomer successB2B SaaSGainsightSalesforcetechnical deliveryissue resolution
Soft Skills
communication skillsinterpersonal skillsexecutive presencecross-functional collaborationorganizational skillsattention to detailfollow-throughability to explain value propositionsadaptabilitycustomer advocacy
Certifications
Bachelor's degree