Customer Success Manager, MEA

About HackerOne

HackerOne is a global leader in Continuous Threat Exposure Management (CTEM), uniting agentic AI solutions with the world's largest community of security researchers. We help enterprises continuously discover, validate, prioritize, and remediate exposures across code, cloud, and AI systems, delivering measurable reductions in cyber risk. Industry leaders trust HackerOne to safeguard their digital ecosystems. Recognized for leadership in AI Security Testing and named a Most Loved Workplace for Young Professionals (2024), HackerOne is at a pivotal inflection point, making offensive security the standard for forward-thinking companies.

HackerOne Values

• Customer Obsessed: Prioritizing customer outcomes.
• Default to Disclosure: Operating with transparency and integrity.
• Win Together: Fostering empowerment, inclusion, respect, and accountability.

About the Role

As a Customer Success Manager (CSM), you will be a trusted advisor, responsible for helping customers build, mature, and scale successful security programs. You will manage a portfolio of customers across the MEA region, focusing primarily on Central Europe, the Middle East, and Africa. Your role involves guiding clients through their entire lifecycle, from onboarding to renewal, ensuring they achieve significant business and security outcomes via the HackerOne platform. This remote position is targeted for candidates within approximately 80 kilometers of London, UK, allowing for occasional in-person collaboration while retaining the benefits of remote work.

What You Will Do

• Apply First Principles Problem Solving to understand customer objectives and develop practical solutions.
• Utilize Data-Driven Decision Making to analyze program performance and provide actionable insights.
• Embrace AI First thinking by leveraging AI tools to enhance productivity and customer engagement.
• Practice Change Agility by adapting to evolving customer needs and platform capabilities.
• Manage a portfolio of customer accounts throughout their lifecycle (onboarding, adoption, renewal, expansion).
• Serve as the primary liaison between customers and internal teams (Sales, Product, Engineering, Marketing, Support).
• Support customer escalations and facilitate issue resolution, including hacker-customer mediations.
• Deliver executive business reviews, strategic presentations, and customer training sessions.
• Advocate for customers by gathering feedback and identifying product improvement opportunities.
• Contribute to the evolution of HackerOne's Customer Success methodologies.

Minimum Qualifications

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Security Services, or a similar customer-facing role.
• Proven experience managing multiple customer accounts simultaneously and driving successful outcomes.
• Working knowledge of cybersecurity fundamentals (vulnerability management, security operations, cloud technologies, program management).
• Strong project management, communication, presentation, and stakeholder management skills, with the ability to translate technical concepts for diverse audiences.
• Ability to travel to customers and events quarterly.

Preferred Qualifications

• Additional MEA language proficiency.
• Experience supporting enterprise SaaS, cybersecurity, or security services customers.
• Familiarity with bug bounty, vulnerability disclosure, penetration testing, or broader offensive security concepts.

Compensation & Benefits

• Compensation: UK Tier: £57-64K
• Benefits:
• Health (medical, vision, dental), life, and disability insurance*
• Equity stock options
• Retirement plans
• Unlimited PTO and paid public holidays
• Paid maternity and parental leave
• Leaves of absence (including caregiver leave)
• Employee Assistance Program
• *Eligibility may differ by country.

Note: Visa/work permit sponsorship is not available. Employment is contingent on a background check.