Customer Experience Manager (CEM) - Fed

About Bugcrowd

Since 2012, we’ve been empowering organizations to take back control and stay ahead of threat actors by uniting the collective ingenuity and expertise of our customers and trusted alliance of elite hackers, with our patented data and AI-powered Security Knowledge Platform™. Our network of hackers brings diverse expertise to uncover hidden weaknesses, adapting swiftly to evolving threats, even against zero-day exploits.

Job Summary

Bugcrowd is seeking a highly organized, strategic, and customer-focused Customer Experience Manager (CEM) to lead retention efforts across our global client base. As a CEM, you will be the primary point of contact for a portfolio of accounts, responsible for ensuring ongoing customer satisfaction, platform adoption, and renewal execution. While Sales owns all expansion, upsell, and new business, CEMs are the operational and strategic champions of customer value, partnering closely with Solutions Architects, Shared Success, and Program Management (where sold) to deliver a world-class experience.

Essential Duties & 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
• 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
• Document and maintain account plans, customer profiles, and success metrics in Gainsight and Salesforce

Education, Experience, Skills, & Abilities

• 5+ years in Customer Success, Account Management, or a hybrid customer-facing role in a B2B SaaS environment
• 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
• 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

Preferred Experience

• Experience with Salesforce, Gainsight, and/or other customer engagement tools preferred
• Background in cybersecurity, developer tools, or cloud platforms is a strong plus

Working Conditions

• 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