Customer Experience Manager

Bugcrowd

Customer Experience Manager retaining enterprise cybersecurity customers for Bugcrowd. Driving adoption, customer value, account health, and renewals across strategic SaaS accounts.

Posted 8/20/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and Account Management within the cybersecurity and SaaS domains, focusing on building strategic relationships, managing renewals, and driving customer value through effective communication and collaboration with diverse stakeholders.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementCybersecurity KnowledgeStakeholder EngagementRenewal Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success PlansAccount Growth StrategiesUser Adoption MetricsBusiness ReviewsComplex Procurement Processes

Soft Skills

Executive PresenceRelationship BuildingCommunication SkillsOrganizational Skills

Industry Keywords

Enterprise CustomersSaaSCybersecurity StrategyRegulated IndustriesOrganizational Structure

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Own a portfolio of strategic enterprise customers and develop trusted relationships with technical, security, program, procurement, and executive stakeholders
Serve as the primary customer advocate and point of contact throughout the customer lifecycle
Understand each customer's business objectives, cybersecurity strategy, organizational structure, and priorities
Build multi-threaded customer relationships to strengthen partnerships and reduce renewal risk
Develop and execute customer success plans aligned with enterprise objectives and cybersecurity priorities
Drive adoption and utilization of Bugcrowd products and services to ensure measurable customer value
Conduct regular business reviews and executive-level conversations focused on outcomes, program performance, and strategic priorities
Oversee account health, user adoption metrics, and emerging partnership risks
Partner with Solutions Architects, Shared Success, and Program Management to deliver a world-class customer experience
Lead retention efforts and execute renewals across a global client base; Sales owns expansion, upsell, and new business

Requirements

What you’ll need

3+ years of experience in Customer Success, Account Management, or a related customer-facing role within cybersecurity or SaaS
Experience managing complex enterprise accounts with multiple stakeholders
Strong understanding of cybersecurity and the unique challenges faced by large-scale enterprise organizations
Proven ability to manage renewals, retention, and account growth
Strong executive presence with the ability to communicate and build relationships across technical and non-technical stakeholders
Ability to complete all physical requirements of the job with or without reasonable accommodation
Must be able to remain in a stationary position 50% of the time
Must be able to carry/move a laptop as needed throughout the workday
Preferred: experience working directly with highly regulated industries, large corporate sectors, or complex organizational systems
Preferred: proficiency in complex procurement, contracting, and organizational processes
Preferred: ability to manage a large account portfolio using project management and organizational skills
Requisite integrity to maintain confidential information in the strictest confidence
Subject to background checks, including Social Security verification, prior employment verification, references, educational verification, and criminal history

Benefits

Comp & perks

Reasonable accommodations for qualified individuals with disabilities
Benefits and privileges of employment (specific benefits not listed)