Customer Experience Manager

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 www.bugcrowd.com.

**Job Summary
**

As a Customer Experience Manager II (CEM II) – 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.
• Strong understanding of cybersecurity and the challenges faced by Federal organizations.
• Experience managing complex enterprise accounts with multiple stakeholders.
• Demonstrated ability to manage renewals, retention, and account growth.
• Strong executive presence and communication skills.
• Ability to build relationships with both technical and non-technical stakeholders.
• Strong project management and organizational skills with the ability to manage a large portfolio of accounts.
• Ability to navigate complex procurement, contracting, and organizational processes.
• Comfortable working in a fast-paced, highly collaborative environment.
• Strong business acumen and the ability to connect cybersecurity solutions to customer outcomes.

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.

Pay Range Disclosure

At Bugcrowd, we strive for fairness, equality and to create an environment that allows our people to perform at their very best. Our compensation philosophy is to foster a collaborative community that rewards, attracts and retains the best possible talent.

The provided salary details are based on US national averages and we retain the flexibility to tailor to the needs of the business. The national estimate for the current base range for this position is $83,200 - $114,400.

This position may also be eligible to participate in a discretionary bonus program or commission plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Culture

• At Bugcrowd, we understand that diversity in the workplace is vital to a company’s success and growth. We strive to make sure that people are included and have a sense of being part of making Bugcrowd not only a great product but a great place to work.
• We regularly hear from both customers and researchers that Bugcrowd feels like a family, and we strive to maintain that internally as well.
• Our team consists of a broad range of people: musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artists—you get the point.

At Bugcrowd, we are solving security threats and vulnerabilities that are relevant to everyone, therefore we believe solving these problems takes all kinds of backgrounds. We value the perspectives and experiences people from underrepresented backgrounds bring.

Disclaimer

This position has access to highly confidential, sensitive information relating to the technologies of Bugcrowd. It is essential that the applicant possess the requisite integrity to maintain the information in the strictest confidence.

The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets).

Background checks may include Social Security verification, prior employment verification, personal and professional references, educational verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required by law.

Any personal data you submit in connection with your application will be processed in compliance with Bugcrowd's Privacy Policy, which you may review here: https://www.bugcrowd.com/privacy.

Equal Employment Opportunity:

Bugcrowd is EOE, Disability/Age Employer. 

Individuals seeking employment at Bugcrowd are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. 

Bugcrowd is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Bugcrowd will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact HR at ADA at bugcrowd.com.

Apply at: https://www.bugcrowd.com/about/careers/