Customer Experience Manager (CEM)

Location: Remote - UK

Department: Sales : Customer Experience & Retention

Job Summary

As a Customer Experience Manager at Bugcrowd, youll serve as a trusted advisor, strategic partner, and internal advocate for your customers. Youll own a portfolio of customer relationships, ensuring each engagement delivers measurable value, every program operates successfully, and every renewal is earned through exceptional customer outcomes. As the primary point of contact throughout the customer lifecycle, youll align customer objectives with Bugcrowds solutions, proactively drive adoption, mitigate risk, and identify opportunities for growth. Customer Experience Managers sit at the intersection of strategy, execution, and advocacy, playing a critical role in helping customers maximize the value of their investment.

Essential Duties and Responsibilities

• Be the go-to connector between customers and our internal teams. You’re the person who makes sure nothing falls through the cracks and that everyone is rowing in the same direction.
• Act as the commercial owner and driver of renewal including maintaining and reporting an accurate weekly forecast.
• Understand and articulate business value and outcomes by aligning usage and adoption of Bugcrowd to strategic business goals of customers.
• Champion your customers’ perspectives inside Bugcrowd. When they have a need or a pain point, you make sure the right people hear it, in planning sessions, product discussions, and everywhere in between.
• Lead Executive Business Reviews that go beyond metrics by telling a compelling story of impact, fostering honest dialogue, and building the kind of executive trust that makes renewals a conversation, not a negotiation. 
• Stay ahead of the curve by keeping a close eye on health signals, program activity, and engagement trends, catching issues early and stepping in before small problems become big ones.
• Develop a comprehensive understanding of Bugcrowd’s product suite and be able to effectively demonstrate features and guide customers through product updates. 
• Support configuration, hygiene, and issue resolution in partnership with the Support and Engineering teams.
• Partner with Sales and Technical Engagement Managers to ensure seamless transitions between onboarding, adoption, and renewal.

Education, Experience, Knowledge, Skills, and Abilities 

• 3+ 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
• Experience with Salesforce, Gainsight, Gong and/or other customer engagement tools preferred
• Background in cybersecurity, developer tools, or cloud platforms is a strong plus

Working Conditions

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.