At a Glance
- Tasks: Lead customer retention efforts and ensure satisfaction for a portfolio of enterprise accounts.
- Company: Join Bugcrowd, a leader in crowdsourced cybersecurity solutions.
- Benefits: Remote work, inclusive culture, and opportunities for professional growth.
- Other info: Work in a diverse team that values unique perspectives and experiences.
- Why this job: Make a real impact in cybersecurity while building strong customer relationships.
- Qualifications: 3+ years in Customer Success or Account Management, preferably in cybersecurity or SaaS.
The predicted salary is between 51750 - 63250 £ per year.
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.
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, Shared 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 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.
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.
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/
Customer Experience Manager (CEM) employer: Bugcrowd
Bugcrowd is an exceptional employer for aspiring security professionals, offering a unique opportunity to develop your skills in a supportive and collaborative remote environment. With a strong focus on employee growth and continuous learning, you will be guided by experienced mentors while working on real-world challenges that enhance your expertise in offensive security. Join us to be part of a dynamic team that values innovation and professional development in the thriving UK cybersecurity landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager (CEM)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bugcrowd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bugcrowd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager (CEM)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bugcrowd:Your cover letter is your chance to shine! Tell us why you want to work at Bugcrowd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bugcrowd!
How to prepare for a job interview at Bugcrowd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
