Customer Experience Manager (CEM) - Fed

Bugcrowd
United States
Workplace: RemoteFull timeUSD 83,200 - 104,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsEducation: bachelorsSkills: ["Communication","Interpersonal skills","Executive presence","Cross-functional collaboration","Attention to detail"]

Lead retention for an assigned portfolio by owning renewal execution and logo revenue. Serve as the customer’s internal voice, maintaining trusted relationships across the customer lifecycle and using health scores, usage, and engagement signals to anticipate risk. Partner with Sales, Solutions Architects, Shared Success, and (where applicable) Program Management to ensure seamless onboarding, adoption, business reviews, and issue resolution. Maintain account plans and success metrics in Gainsight and Salesforce.

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FursaFursa
Bugcrowd
Bugcrowd
2 days ago

Customer Experience Manager (CEM) - Fed

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Lead retention for an assigned portfolio by owning renewal execution and logo revenue. Serve as the customer’s internal voice, maintaining trusted relationships across the customer lifecycle and using health scores, usage, and engagement signals to anticipate risk. Partner with Sales, Solutions Architects, Shared Success, and (where applicable) Program Management to ensure seamless onboarding, adoption, business reviews, and issue resolution. Maintain account plans and success metrics in Gainsight and Salesforce.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Own logo and revenue renewal for an assigned portfolio of customer accounts
  • •Build and maintain trusted relationships with key stakeholders across the customer lifecycle
  • •Monitor customer health scores, usage data, and engagement signals to anticipate risk and intervene proactively
  • •Partner with Sales to ensure seamless transitions between onboarding, adoption, and renewal
  • •Maintain account plans, customer profiles, and success metrics in Gainsight and Salesforce

Pay and Benefits

Salary: USD 83,200 - 104,000 annually

Key Requirements

  • •5+ years managing customer success, account management, or a hybrid customer-facing role in B2B SaaS
  • •Strong understanding of customer lifecycle management, success planning, and renewals
  • •Excellent communication and interpersonal skills with executive presence
  • •Experience collaborating cross-functionally with Sales, Support, Product, and Security
  • •Experience supporting or managing mid-market and enterprise customer accounts
Experience:5+ yearsB2B SaaSCybersecurityDeveloper toolsCloud platforms
Education:Bachelor's
Skills:CommunicationInterpersonal skillsExecutive presenceCross-functional collaborationAttention to detail
Tech Stack:GainsightSalesforce

Company Brief

Bugcrowd
Provides a crowdsourced security platform offering bug bounty programs, vulnerability disclosure, and managed security testing to help organizations find and remediate security weaknesses through a global community of security researchers.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn