Customer Success Manager, Commercial

HackerOne is a global leader in Continuous Threat Exposure Management (CTEM). The HackerOne Platform unites agentic AI solutions with the ingenuity of the world’s largest community of security researchers to continuously discover, validate, prioritize, and remediate exposures across code, cloud, and AI systems. Through solutions like bug bounty, vulnerability disclosure, agentic pentesting, AI red teaming, and code security, HackerOne delivers measurable, continuous reduction of cyber risk for enterprises. Industry leaders, including Anthropic, Crypto.com http://Crypto.com, General Motors, Goldman Sachs, Lufthansa, Uber, UK Ministry of Defence, and the U.S. Department of Defense, trust HackerOne to safeguard their digital ecosystems. HackerOne was recognized in Gartner’s Emerging Tech Impact Radar: AI Cybersecurity Ecosystem report for its leadership in AI Security Testing and has been named a Most Loved Workplace for Young Professionals (2024). HackerOne is at a pivotal inflection point in the security industry. Offensive security is no longer optional – it is the standard for forward-thinking companies that want to build trust and resilience in a world where AI-driven innovation and adversaries are moving faster than ever. With the industry shifting, HackerOne stands apart: we combine the ingenuity of the largest security research community with a best-in-class AI-powered platform, trusted by the world’s top organizations. HackerOne Values HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is Customer Obsessed and prioritizes customer outcomes in our decisions and actions. We Default to Disclosure by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners Win Together by fostering empowerment, inclusion, respect, and accountability. 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. At HackerOne, we embrace a Flexible Work approach that gives us the freedom to do our best work while also fostering the connections and community that make us stronger. Reflecting this philosophy, this is a remote role targeted for candidates within ~50 miles of Austin, TX or Seattle, WA. We believe this balance of proximity and flexibility gives Hackeronies the chance to occasionally come together – fostering collaboration, connection, and in-person moments that enrich our culture – while still preserving the benefits of remote work. WHAT YOU WILL DO Success in this role will be accomplished by delivering on the responsibilities below in alignment with the Values and Principles that define how we work at HackerOne: - 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 develo