Job Summary
Bugcrowd is looking for a creative, enterprising, and intrinsically motivated individual to join our growing Customer Success Team. As a Technical Customer Success Manager, you’ll be part of an impactful team of individuals directly responsible for helping ensure the success of each and every program on the Bugcrowd platform; of which, there are a good many - and growing daily!
As the Technical Customer Success Manager, you will work directly with our customers throughout the entire customer lifecycle. You will be expected to drive results that tie back to strategic business goals for your accounts, your team’s goals, as well as Ideals.
The ideal candidate will have significant experience working with mid-large corporations with a broad working knowledge of the cyber security industry. To succeed in this role, you must be able to expertly orchestrate across multiple stakeholders, map out a shared set of goals with the customer and lead a cross functional group in accomplishing them. The candidate will be someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.
The Technical Customer Success Team is integral in creating and articulating a clear path to success for clients, as well as providing technical guidance across a wide variety of situations.
**Please note we are only considering candidates located in the EU within GMT+1, GMT+2, or GMT+3 time zone
Essential Duties & Responsibilities
- Manage a portfolio of Bugcrowd’s EMEA clients to drive mutual success and growth.
- Serve as a trusted advisor to new and existing customers and build champions within customers through demonstrable knowledge of Bugcrowd solutions, industry expertise and business acumen.
- 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.
- Analyze key performance indicators, leveraging tools such as Salesforce.com , Gainsight, and Bugcrowd Platform to gauge business health on a daily, weekly and monthly basis.
- Collaborate with cross-functional teams such as Sales, Account Management, Finance, Security Operations, Solutions Architects, Support, Hacker Success, etc. to provide updates to any program changes, long term strategy and vision, visibility and alignment.
- Conduct helpful and informative client facing meetings.
- Identify ways to add value to your customers above and beyond the contracted interactions.
- Provide thought leadership to customers, understanding their business issues to ensure the best possible solution is proposed.
- Understand and articulate business value and outcomes by aligning usage and adoption of Bugcrowd to strategic business goals of customers.
- Work closely with the account management team to create a practical and clear account plan for each customer that is proactively used and updated and represents a real picture of the customer’s landscape.
- Effectively manage a high volume of inbound customer requests.
- Work with our Product team to prioritize customer features and requests.
Education, Experience, Skills, & Abilities
- 4+ years of customer success experience at a B2B SaaS Company.
- Preferred experience in the cyber security industry.
- Proven ability to navigate organizations to accelerate product adoption, influence collaboration, and promote opportunities for growth.
- Ability to influence program direction to suit the needs of the client and researchers.
- Exceptional project management experience that has involved multiple stakeholders.
- Shown ability to learn and explain a technical product or concept.
- Passionate about achieving extraordinary results through tenacious and creative program solving.
- Loves Data, someone that persistently looks at data to uncover business insights and drive decision-making.
- Experience working across multiple business units in large enterprise accounts.
- Excellent technical written, verbal and presentation skills.
- A collaborative, assertive but helpful and empathetic working style.
- Familiarity with and capable of using command line tools and utilities (Bash, SSH, grep, etc).
- Understanding of how common security testing tools are utilized and to what purposes (examples include Burp, nmap, kali, metasploit, gobuster, etc).
- Ability to explain common security vulnerabilities - at a minimum, the OWASP top ten, but ideally beyond.
- Have a rough frame of reference for how a researcher (or security professional) would typically go through attacking a given target, meaning that you’re aware of common attack vectors and methodologies in testing.
- Able to create a mental (or written) model of a target’s attack surface and understand what types of attacks would be commonly leveraged against targets of a particular genre.
- Able to work in a cross-departmental capacity that can serve as a clear source of guidance for a wide range of security and bug bounty-related questions.
- Experience creating documentation and policies to support the role (blogs, collateral, etc).
- Able to independently find solutions to both technical and non-technical problems with no apparent answer (aggressive googling, stack overflow, etc).
- At least vaguely familiar with at least one scripting language (python, ruby, bash, etc) to a degree of proficiency that simple tools can be made to help automate tasks, workflow, etc.
Working Conditions
The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.
Sitting and/or standing - Must be able to remain in a stationary position 50% of the time
Carrying and /or lifting - Must be able to carry / move laptop as needed throughout the work day.
Environment - remote, work-from-home 100% of the time, with up to 20% potential travel required throughout the year.
