Senior Customer Experience Manager

Bugcrowd is seeking a highly organized, strategic, and customer-focused Senior Customer Experience Manager (CEM) to lead retention efforts across our global client base. As a Senior 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, Senior 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.

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. Essential Duties and 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

Experience & Skills

• 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 with Salesforce, Gainsight, and/or other customer engagement tools preferred

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

• Bachelor's degree or equivalent experience

• 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

Working Conditions and Physical Requirements

• The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.

• 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.