Customer Experience Manager (CEM)

<div class="content-intro"><p>Founded in 2012, Bugcrowd is the preemptive security platform that unifies exposure discovery and assessment, offensive testing, and intelligence shaped by AI and human insight to help organizations avoid, discover, and validate real-world risk. Bugcrowd helps security teams move faster by identifying the exposures that matter most so they can act first and stay ahead of attackers. By combining the power of humans and AI, teams can preempt attack paths and prevent breaches. Based in San Francisco and New Hampshire, Bugcrowd is supported by General Catalyst, Rally Ventures, Costanoa Ventures, and others. Visit <span><a href="http://www.bugcrowd.com" target="_blank">www.bugcrowd.com</a></span>.</p></div><p><strong>Job Summary </strong></p> <p><strong>As a Customer Experience Manager at Bugcrowd, you'll serve as a trusted advisor, strategic partner, and internal advocate for your customers.</strong> You'll own a portfolio of customer relationships, ensuring each engagement delivers measurable value, every program operates successfully, and every renewal is earned through exceptional customer outcomes. As the primary point of contact throughout the customer lifecycle, you'll align customer objectives with Bugcrowd's solutions, proactively drive adoption, mitigate risk, and identify opportunities for growth. Customer Experience Managers sit at the intersection of strategy, execution, and advocacy, playing a critical role in helping customers maximize the value of their investment.</p> <p><strong>Essential Duties and Responsibilities </strong></p> <ul> <li>Be the go-to connector between customers and our internal teams. You’re the person who makes sure nothing falls through the cracks and that everyone is rowing in the same direction.</li> <li>Act as the commercial owner and driver of renewal including maintaining and reporting an accurate weekly forecast.</li> <li>Understand and articulate business value and outcomes by aligning usage and adoption of Bugcrowd to strategic business goals of customers.</li> <li>Champion your customers’ perspectives inside Bugcrowd. When they have a need or a pain point, you make sure the right people hear it, in planning sessions, product discussions, and everywhere in between.</li> <li>Lead Executive Business Reviews that go beyond metrics by telling a compelling story of impact, fostering honest dialogue, and building the kind of executive trust that makes renewals a conversation, not a negotiation. </li> <li>Stay ahead of the curve by keeping a close eye on health signals, program activity, and engagement trends, catching issues early and stepping in before small problems become big ones.</li> <li>Develop a comprehensive understanding of Bugcrowd’s product suite and be able to effectively demonstrate features and guide customers through product updates. </li> <li>Support configuration, hygiene, and issue resolution in partnership with the Support and Engineering teams.</li> <li>Partner with Sales and Technical Engagement Managers to ensure seamless transitions between onboarding, adoption, and renewal.</li> </ul> <p><strong>Education, Experience, Knowledge, Skills, and Abilities </strong></p> <ul> <li>3+ years in Customer Success, Account Management, or a hybrid customer-facing role in a B2B SaaS environment</li> <li>Strong understanding of customer lifecycle management, success planning, and renewals</li> <li>Excellent communication and interpersonal skills, with executive presence</li> <li>Experience with Salesforce, Gainsight, Gong and/or other customer engagement tools preferred</li> <li>Background in cybersecurity, developer