Bugcrowd The Customer Experience Manager (CEM) at Bugcrowd leads retention efforts for a portfolio of global client accounts, ensuring customer satisfaction, platform adoption, and renewal execution. The role partners cross-functionally to deliver a world-class customer experience.
Responsibilities
Own the logo and revenue renewal for an assigned portfolio of customer accounts
Build and maintain trusted relationships with key stakeholders across the customer lifecycle
Serve as the internal voice of the customer and advocate for customer needs in planning, delivery, and product feedback
Partner with Sales to ensure seamless transitions between onboarding, adoption, and renewal
Monitor customer health scores, usage data, and engagement signals to anticipate risk and proactively intervene
Conduct regular business reviews and renewal readiness checkpoints with each customer
Coordinate onboarding and technical delivery with assigned Solutions Architect
Support configuration, hygiene, and issue resolution in partnership with the Shared Success team
Act as an expert resource in Bugcrowd’s solutions, educating customers on product capabilities relevant to their unique business cases.
Qualification
Comfort operating in a fast-pacedExperience with SalesforceBackground in cybersecurityAt BugcrowdWorking ConditionsEnvironment - remotePay Range Disclosure
Required
Strong understanding of customer lifecycle management, success planning, and renewals
Excellent communication and interpersonal skills, with executive presence
Proven ability to manage cross-functional collaboration (e.g., with Sales, Support, Product, Security)
Highly organized with strong attention to detail and follow-through
Ensure execution of customer journey touchpoints, including onboarding, program performance and health, business reviews, retention, support, aging submissions and other opportunities.
Understand and articulate business value and outcomes by aligning usage and adoption of Bugcrowd to strategic business goals of customers.
Collaborate with Paid Program Managers (where applicable) to support delivery of Enhanced and Premier service tiers
Experience supporting or managing Mid-Market and Enterprise-level accounts
Demonstrated ability to manage renewals and lead retention strategies
Ability to explain value propositions and program impact to technical and non-technical audiences
Comfort operating in a fast-paced, evolving environment
Bachelor's degree or equivalent experience
Experience with Salesforce, Gainsight, and/or other customer engagement tools preferred
Background in cybersecurity, developer tools, or cloud platforms is a strong plus
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.
Preferred
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 - $104,000.
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