Customer Success Associate

About the role

This position involves managing a large number of customer accounts using a digital approach. You will work with a shared client portfolio throughout their journey, ensuring a positive experience, strong retention, and opportunities for growth. This includes assisting with renewals and demonstrating the ongoing value of HackerOne's solutions.

Key facts

What you'll do

• Use customer data, program metrics, and benchmarks to find engagement opportunities, track account health, and take actions that boost customer adoption, retention, and growth.
• Help build the team's collection of campaigns, playbooks, and standard processes, using AI tools and automation to improve efficiency and consistency across the customer lifecycle.
• Act as a link between customers and internal HackerOne teams (Sales, Engineering, Triage, and others) to ensure milestones, expectations, and customer goals are met through effective collaboration.
• Support customers through problems and provide timely updates on progress toward solutions, adjusting to changing priorities and customer needs while keeping a high-quality customer experience.
• Manage a specific portfolio of small to medium business accounts, using customer insights and program performance data to offer practical advice that supports customer retention, adoption, and program growth.
• Apply fundamental problem-solving to identify the root causes of customer issues, suggest practical solutions, and continuously improve customer outcomes and operational effectiveness.
• Participate in presentations and business reviews with customer stakeholders that highlight the value of HackerOne services and progress toward key security objectives.
• Deliver scalable customer education through webinars, office hours, digital resources, and standard onboarding programs that help customers get the most from the HackerOne platform and interact effectively with the hacker community.
• Support the global Customer Success organization by contributing to scalable programs, playbooks, customer communications, and process improvements that improve operational efficiency and customer outcomes across the wider customer base.

Requirements

• 2 or more years in a Customer Success or Support role, handling a high volume of accounts.
• Experience with Freshdesk and Salesforce.
• Excellent project and time management abilities, with a proven capacity to perform consistently and reliably.
• Strong communication, presentation, and interpersonal capabilities.
• Technical understanding in areas such as capacity, utilization, and security fundamentals.
• Comfortable operating in a dynamic, remote-first work setting.
• Ability to analyze and interpret customer data to guide actions and decisions.
• General understanding of cloud technologies, IT operations, and project management methods.

Nice to have

• Experience supporting customers across various geographies and time zones.
• Additional language skills are beneficial.

Skills & tools

• Freshdesk
• Salesforce
• AI tools
• Automation

Practical notes

• This role requires an in-office presence and will operate on a UK shift.
• Visa or work permit sponsorship is not available for this position.
• Employment is dependent on a successful background check.
• Benefits include health, life, and disability insurance, equity stock options, retirement plans, paid public holidays, unlimited PTO, paid maternity and parental leave, and an Employee Assistance Program. Eligibility for benefits may vary by country.