Digital Hacker Success Manager - Community

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Requirements:

• 3+ years of digital or tech-touch customer management or community engagement experience, ideally within the security industry or similar
• Ability to travel, around 10-15%, as required
• Proven ability to scale digital customer success programs or support functions, leveraging automation, AI, and self-service solutions
• Self-directed, action-oriented individual with an aptitude and desire to work in a fast-paced startup environment
• Proven ability to organize and execute projects in a consistent, repeatable, and reliable manner
• Excellent written communication and presentation skills
• Excellent interpersonal skills and ability to work effectively with a wide range of individuals and leaders across the organization
• Ability to analyze and solve problems promptly, perform complex tasks, and prioritize multiple projects
• Must be an organized individual who is a strong collaborator who can leverage cross-functional relationships to build and drive researcher success
• Naturally curious, investigative, and expert experimenter
• Experience with FreshDesk or other multi-channel support tools to manage inquiries

Responsibilities:

• Work with a dedicated portfolio of existing and highly engaged researchers to customize and manage their entire journey on HackerOne, including tracking and monitoring activity, helping to drive engagement and connecting researchers to the right opportunities at the right time to help them grow in their journey
• Develop and implement scalable digital engagement strategies to support and grow the researcher community through automated workflows, campaigns, and personalized outreach to drive researcher efficiencies and enable them to grow their journey on HackerOne
• Analyze researcher performance metrics and platform engagement data to identify trends, opportunities, and areas for improvement, using tools like Gainsight, FreshDesk, Intercom, and Looker
• Help to build growth goals and core milestones for researchers within your portfolio, monitoring progress and providing support and targeted points within a researcher’s journey
• Contribute to refining the HackerOne Hacker Success methodology, continuing to build strategy and process improvements. Ideally, this candidate will be able to leverage technical aptitude and critical thinking to scale the 1:Many tech-touch approach for our researchers
• Drive researcher retention and success by proactively identifying at-risk researcher trends and implementing targeted re-engagement strategies
• You will be these researcher’s biggest champion, both internally within the organization and externally. This can include but is not limited to, helping researchers with mediations or other platform-related issues, driving for mutually beneficial resolutions
• Serve as liaison between researchers and HackerOne internal departments (sales, engineering, marketing, etc.) to advocate for researcher-driven platform improvements, ensuring continuous enhancement of the user experience
• This candidate will ideally have either the technical aptitude listed above or will have strong experience in customer-facing roles and be able to navigate tech-touch conversations and approaches comfortably
• When applicable, train researchers on the HackerOne platform and ensure they are set up for success
• Support the Community Team on various initiatives, such as speaking engagements, live hacking/brand ambassador events, or other researcher-facing projects