Customer Experience Manager (CEM) - Fed

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 Job Summary As a Customer Experience Manager (CEM) – Federal at Bugcrowd, you will be a strategic partner to our Federal customers, helping them maximize the value of Bugcrowd’s cybersecurity platform and services. You will own a portfolio of Federal and State and Local accounts and serve as the primary point of contact across the customer lifecycle from onboarding and adoption through renewal and expansion. This role is ideal for someone who understands the unique needs of Federal customers and can successfully navigate complex organizations, multiple stakeholders, procurement processes, security requirements, and mission-driven environments. You will also partner cross-functionally with Sales, Solutions Engineering, Operations, Product, Security, and Professional Services to advocate for customers and drive successful outcomes. Essential Duties Responsibilities Own a portfolio of Federal 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 mission, 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 Federal 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, Skills, Abilities 3+ years of experience in Customer Success, Customer Experience, Account Management, or a related customer-facing role within cybersecurity or SaaS. Experience working with Federal Government, DoD, intelligence, civilian agencies, or Federal contractors strongly preferred. Strong understanding of cybersecurity and the challenges faced by Federal organizations. Experience managing complex enterprise accounts with multiple stakeholders. Demonstrated ability to manage renewals, r #J-18808-Ljbffr Bugcrowd Inc.