Customer Success Manager, EMEA

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, EMEA

Remote Location: London, UK

Position Summary

At HackerOne, Customer Success Managers are trusted advisors who help customers build, mature, and scale successful security programs. You will manage a portfolio of customers across the MEA region, partnering with them throughout their lifecycle from onboarding through renewal to ensure they achieve meaningful business and security outcomes through the HackerOne platform.

As a key member of the Customer Success Management team, you will manage a portfolio of customers across the EMEA region, partnering with them throughout their lifecycle from onboarding through renewal to ensure they achieve meaningful business and security outcomes through the HackerOne platform. Your work will directly contribute to customer retention, growth, and the continued success of HackerOne's mission to empower the world to build a safer internet.

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 ~80 kilometers of London, UK. 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 the Customer Success Manager role will be accomplished by delivering on the responsibilities below in alignment with the Values and Principles that define how we work at HackerOne.

• Apply First Principles Problem Solving to understand customer objectives, identify root causes of challenges, and develop practical solutions that drive successful security program outcomes.

• Use Data-Driven Decision Making to analyze program performance, deliver benchmarking and actionable insights, and help customers make informed decisions about their security programs.

• Demonstrate AI First thinking by leveraging AI-powered tools to improve productivity, customer engagement, and program delivery while sharing successful practices with teammates.

• Practice Change Agility by adapting quickly to evolving customer requirements, security priorities, and platform capabilities while maintaining momentum toward desired outcomes.

• Manage a portfolio of customer accounts throughout the customer lifecycle, including onboarding, adoption, renewal, and program expansion.

• Serve as the primary liaison between customers and internal teams including Sales, Product, Engineering, Marketing, and Support to ensure customer requirements and milestones are successfully achieved.

• Support customer escalations and facilitate resolution of issues, including hacker-customer mediations when necessary, while maintaining clear communication and customer trust.

• Deliver executive business reviews, strategic presentations, and customer training sessions that demonstrate the value of HackerOne services and progress toward customer security objectives.

• Advocate for customers by gathering feedback, identifying opportunities for product improvement, and contributing to enhancements in the customer experience.

• Contribute to the continued refinement and evolution of HackerOne's Customer Success methodologies and best practices.

MINIMUM QUALIFICATIONS  

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Security Services, or a related customer-facing role.

• Experience managing customer relationships and driving successful outcomes across multiple accounts simultaneously.

• Working knowledge of cybersecurity fundamentals, including vulnerability management, security operations, cloud technologies, and security program management.

• Strong project management, communication, presentation, and stakeholder management skills with the ability to communicate technical concepts to both technical and non-technical audiences.

• Ability to travel to customers and events on a quarterly basis.

PREFERRED QUALIFICATIONS

• Additional language proficiency.

• Experience supporting enterprise SaaS, cybersecurity, or security services customers.

• Familiarity with bug bounty, vulnerability disclosure, penetration testing, or broader.

Compensation Bands: Tier Guide https://drive.google.com/file/d/1CpnuHvyv3ldvgWy7FIttnkH7b0txxuc3/view

UK Tier: £57-64K

#LI-Remote

#LI-KM1

JOB BENEFITS:

• Health (medical, vision, dental), life, and disability insurance*

• Equity stock options

• Retirement plans

• Paid public holidays and unlimited PTO

• Paid maternity and parental leave

• Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)

• Employee Assistance Program

*Eligibility may differ by country

We're committed to building a global team! For certain roles outside the United States, India, the U.K., and the Netherlands, we partner with Remote.com https://remote.com/preemployment-faq as our Employer of Record (EOR).

Visa/work permit sponsorship is not available.

Employment at HackerOne is contingent on a background check.

HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.

This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.

For US based roles only: Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position.