Customer Experience Manager (CEM) - Fed
B
BugcrowdCybersecurity / SaaS
Remote - USFull-TimeManager
Salary$83,200 - $104,000
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Job Details
- Experience
- 5+ years
- Required Skills
- CybersecuritySalesforceCustomer SuccessAccount Management
Requirements
- 5+ years of experience 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.
- Proven 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 with teams like Sales, Support, Product, and Security.
- Highly organized with strong attention to detail.
- Demonstrated ability to manage renewals and lead retention strategies.
- Bachelor's degree or equivalent experience.
- Ability to explain value propositions and program impact to technical and non-technical audiences.
- Comfort operating in a fast-paced, evolving environment.
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.
- 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.
- Partner with Sales, Solutions Architects, and Shared Success teams to deliver a seamless customer experience.
- Educate customers on Bugcrowd product capabilities relevant to their unique business cases.
- Document and maintain account plans, customer profiles, and success metrics in Salesforce and Gainsight.
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