Customer Experience Manager (CEM)

About Bugcrowd We are Bugcrowd. Since 2012, we’ve been empowering organizations to take back control and stay ahead of threat actors by uniting the collective ingenuity and expertise of our customers and trusted alliance of elite hackers, with our patented data and AI-powered Security Knowledge Platform™. Our network of hackers brings diverse expertise to uncover hidden weaknesses, adapting swiftly to evolving threats, even against zero-day exploits. With unmatched scalability and adaptability, our data and AI-driven CrowdMatch™ technology in our platform finds the perfect talent for your unique fight. We aim to create a new era of modern crowdsourced security that outpaces threat actors. Unleash the ingenuity of the hacker community with Bugcrowd, visit www.bugcrowd.com . Based in San Francisco and New Hampshire, Bugcrowd is supported by General Catalyst, Rally Ventures, Costanoa Ventures, and others. Job Summary Bugcrowd is seeking a highly organized, strategic, and customer-focused Customer Experience Manager (CEM) to lead retention efforts across our global client base. As a CEM, you will be the primary point of contact for a portfolio of accounts, responsible for ensuring ongoing customer satisfaction, platform adoption, and renewal execution. While Sales owns all expansion, upsell, and new business, CEMs are the operational and strategic champions of customer value, partnering closely with Solutions Architects, Success, and Program Management (where sold) to deliver a world-class experience. This role is ideal for someone with experience managing complex customer relationships in cybersecurity or SaaS environments, who thrives in a highly collaborative, cross-functional environment and is passionate about customer retention and operational excellence. Essential Duties and Responsibilities - Own a portfolio of strategic enterprise customers and develop trusted relationships with key technical, security, program, procurement, and executive stakeholders. - Serve as the primary customer advocate and point of contact throughout the customer lifecycle. - Develop a deep understanding of each customer's business objectives, cybersecurity strategy, organizational structure, and priorities. - Build multi-threaded relationships across customer organizations to strengthen partnerships and reduce renewal risk. - Develop and execute customer success plans aligned to enterprise customer objectives and cybersecurity priorities. - Drive adoption and utilization of Bugcrowd products and services to ensure customers realize measurable value. - Conduct regular business reviews and executive-level conversations focused on outcomes, program performance, and strategic priorities. - Ensure comprehensive oversight of account health, user adoption metrics, and any emerging risks to the partnership. Education, Experience, Knowledge, Skills, and Abilities - 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 both technical and non-technical stakeholders. Preferred Skills - Experience working directly with highly regulated industries, large corporate sectors, or complex organizational systems. - Proficiency in navigating complex procurement, contracting, and organizational processes. - Demonstrated ability to manage a large portfolio of accounts using strong project management and organizational skills. 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