Customer Experience Manager (Federal)

Join Bugcrowd, a leading cybersecurity company, as a Customer Experience Manager. In this role, you will be the primary point of contact for a portfolio of accounts, responsible for ensuring ongoing customer satisfaction, platform adoption, and renewal execution. You will build and maintain trusted relationships with key stakeholders, monitor customer health scores, conduct regular business reviews, and act as an expert resource in Bugcrowd's solutions. This is a remote position with a focus on customer retention and operational excellence.

This role is ideal for someone with experience managing complex customer relationships in cybersecurity or SaaS environments, who thrives in a highly collaborative, cross-functional environment and is passionate about customer retention and operational excellence

Environment - remote, work-from-home 100% of the time

Sitting and/or standing - Must be able to remain in a stationary position 50% of the time

Responsibilities

• Assurer la satisfaction continue des clients, l'adoption de la plateforme et l'exécution des renouvellements pour un portefeuille de comptes.
• Établir et maintenir des relations de confiance avec les parties prenantes clés tout au long du cycle de vie du client.
• Surveiller les scores de santé des clients, les données d'utilisation et les signaux d'engagement pour anticiper les risques et intervenir proactivement.

Requirements

• 5+ years in Customer Success, Account Management, or a hybrid customer-facing role in a B2B SaaS environment
• Highly organized with strong attention to detail and follow-through
• Demonstrated ability to manage renewals and lead retention strategies
• Ability to explain value propositions and program impact to technical and non-technical audiences
• Strong understanding of customer lifecycle management, success planning, and renewals

Comfort operating in a fast-paced, evolving environment

• Experience supporting or managing Mid-Market and Enterprise-level accounts
• Excellent communication and interpersonal skills, with executive presence
• Proven ability to manage cross-functional collaboration (e.g., with Sales, Support, Product, Security)

Bachelor's degree or equivalent experience

• Carrying and /or lifting - Must be able to carry / move laptop as needed throughout the work day
• The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation
• Experience with Salesforce, Gainsight, and/or other customer engagement tools preferred

Preferred

• Background in cybersecurity, developer tools, or cloud platforms is a strong plus

Pay

USD 83,200 - 114,400