Customer Experience Manager II (CEM II) - Federal

Overview

Serve as a strategic partner to Federal and State and Local customers, owning a portfolio of accounts and acting as the primary point of contact across onboarding, adoption, renewal and expansion of Bugcrowd's cybersecurity platform and services.

What you'll do

• Own a portfolio of Federal customers and develop trusted relationships with key technical, security, program, procurement, and executive stakeholders.
• Serve as the primary customer advocate and point of contact throughout the customer lifecycle.
• Develop a deep understanding of each customer's mission, cybersecurity strategy, organizational structure, and priorities.
• Build multi-threaded relationships across customer organizations to strengthen partnerships and reduce renewal risk.
• Develop and execute customer success plans aligned to Federal customer objectives and cybersecurity priorities.
• Drive adoption and utilization of Bugcrowd products and services to ensure customers realize measurable value.
• Conduct regular business reviews and executive-level conversations focused on outcomes, program performance, and strategic priorities.
• Ensure comprehensive oversight of account health, user adoption metrics, and any emerging risks to the partnership.

What you'll need

• 3+ years of experience in Customer Success, Customer Experience, Account Management, or a related customer-facing role within cybersecurity or SaaS.
• Experience working with Federal Government, DoD, intelligence, civilian agencies, or Federal contractors.
• Strong understanding of cybersecurity and the challenges faced by Federal organizations.
• Experience managing complex enterprise accounts with multiple stakeholders.
• Demonstrated ability to manage renewals, retention, and account growth.
• Strong executive presence and communication skills.
• Ability to build relationships with both technical and non-technical stakeholders.
• Strong project management and organizational skills with the ability to manage a large portfolio of accounts.
• Ability to navigate complex procurement, contracting, and organizational processes.
• Comfortable working in a fast-paced, highly collaborative environment.
• Strong business acumen and the ability to connect cybersecurity solutions to customer outcomes.

Details

• Remote, work-from-home 100% of the time.
• Must be able to remain stationary (sitting and/or standing) 50% of the time and carry or move a laptop as needed throughout the workday.
• Must be able to complete all physical requirements of the job with or without reasonable accommodation.
• Base salary national estimate $83,200 - $114,400, may be eligible for a discretionary bonus or commission plan.
• Background checks will be conducted for positions involving access to confidential or proprietary information.