Customer Experience Manager (CEM)

Job Summary:

• You will lead retention efforts across a global client base as the primary point of contact for a portfolio of accounts.
• You ensure ongoing customer satisfaction, platform adoption, and renewal execution, partnering with Solutions Architects and Program Management.
• This role is ideal for someone with experience in cybersecurity or SaaS customer relationships who thrives in a collaborative, cross-functional environment.

Essential Duties and Responsibilities:

• Develop a deep understanding of each customer's business objectives, cybersecurity strategy, and organizational structure.
• Build multi-threaded relationships across customer organizations to strengthen partnerships and reduce renewal risk.
• Drive adoption and utilization of Bugcrowd products to ensure customers realize measurable value through regular business reviews.

Education, Experience, Knowledge, Skills, and Abilities:

• 3+ years in Customer Success, Account Management, or similar customer-facing role within cybersecurity or SaaS.
• Experience managing complex enterprise accounts with multiple stakeholders and strong understanding of cybersecurity challenges.
• Proven ability to manage renewals, retention, and account growth with strong executive presence.

Culture:

• Bugcrowd values diversity and inclusion, aiming to create a family-like environment both internally and externally.
• The team includes a broad range of backgrounds, from musicians to adventure sports enthusiasts, fostering a collaborative culture.
• The company is committed to solving security threats relevant to everyone, and all qualified individuals are encouraged to apply.