Customer Success Manager, Commercial

Customer Success Manager, Commercial Remote Location: Seattle, WA or Austin, TX Position Summary As a Customer Success Manager at HackerOne, you will own a portfolio of customers, driving retention, satisfaction, and long-term value. You will partner closely with customers to understand their goals, guide them in maximizing the value of HackerOne’s platform, and ensure successful renewals. This role is critical to delivering a seamless customer experience and strengthening HackerOne’s position as a trusted security partner. We embrace a flexible work approach that allows remote work, but the role requires proximity to either Seattle, WA or Austin, TX. What You Will Do Manage a portfolio of customer accounts, strengthening engagement and retention by proactively identifying risks and opportunities, demonstrating Own the Outcome for customer success metrics and renewal performance. Build scalable workflows and leverage automation tools to improve efficiency and consistency in customer interactions, applying an AI First mindset to enhance productivity and customer outcomes. Adapt to evolving customer needs and organizational priorities with Change Agility , maintaining strong relationships and continuity during periods of change or ambiguity. Use Data-Driven Decision Making to monitor account health, analyze usage trends, and inform strategies that improve retention, expansion, and customer satisfaction. Apply First Principles Problem Solving to identify root causes of customer challenges, simplifying complex issues and developing clear, effective solutions. Partner cross-functionally with Sales, Product, and Engineering to advocate for customer needs, share insights, and improve the overall customer experience. Lead onboarding and adoption efforts, ensuring customers successfully integrate HackerOne’s solutions and realize value quickly. Minimum Qualifications 2–3 years of experience in Customer Success, Account Management, or a related role in SaaS or technology environments. Experience managing customer relationships and supporting renewals or retention strategies. Proficiency with CRM tools and ability to analyze customer data to inform decisions. Strong communication skills, with the ability to explain technical or complex concepts clearly. Preferred Qualifications Experience in cybersecurity or security-focused SaaS environments. Familiarity with data analysis and reporting tools to track customer performance and outcomes. Experience supporting onboarding or customer adoption programs. Basic project management experience coordinating cross-functional initiatives. Compensation Tier B: $100k base plus 10% variable. Job Benefits Health (medical, vision, dental), life, and disability insurance*. Equity stock options. Retirement plans. Paid public holidays and unlimited PTO. Paid maternity and parental leave. Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act). Employee Assistance Program. *Eligibility may differ by country Visa/work permit sponsorship is not available. Employment at HackerOne is contingent on a background check. Equal Opportunity Employer HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws. This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time. For US based roles only: Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position. #J-18808-Ljbffr