Technical Customer Success Manager

Bugcrowd

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/30/2021
  • Website: bugcrowd.com
  • Company Address: 921 Front St Suite 100, San Francisco, CA, 94113

About Bugcrowd

Bugcrowd is the #1 crowdsourced security platform. More enterprise organizations trust Bugcrowd to manage their bug bounty, vulnerability disclosure, attack surface management and next-gen pen test programs. By combining the largest, most experienced triage team with the most trusted hackers around the world, Bugcrowd generates better results, reduces risk through remediation advice, and empowers organisations to release secure products to market faster — with no hidden fees.

Job Description

Bugcrowd is the world’s #1 crowdsourced security company. Our award-winning platform combines actionable, contextual intelligence with the skill and experience of the world’s most elite hackers to help leading organizations solve security challenges, protect customers, and make the digitally connected world a safer place.

Bugcrowd is looking for a creative, enterprising, and intrinsically motivated individual to join our growing Customer Success team. As a Technical Customer Success Manager, you’ll be part of a small but impactful team of individuals directly responsible for helping ensure the success of each and every program on the Bugcrowd platform; of which, there are a good many - and growing daily!

The Technical Customer Success Manager role acts as the technical guide and sherpa for Customers throughout their journey with Bugcrowd. The ideal candidate is a quick learner of complex concepts, a consummate professional, and an effective communicator with proven excellence in building cross-functional relationships. Furthermore, it is heavily preferred if they have a strong understanding of common security issues and concepts such as the OWASP Top Ten, common pentesting/vulnerability assessment tools, general web/tech acumen, and a passion for delivering results. The Technical Customer Success Manager role is integral in creating and articulating a clear path to success for clients, as well as providing technical guidance across a wide variety of situations.

Primary Role Responsibilities:

  • Work effectively and independently to guide and direct clients - acting as a sherpa for our customers, as well as providing technical guidance both externally for clients, and internally as well. In doing this, it will be necessary to: 
    • Guide the customer experience, training, and recommendations of best practices for setting up and running a quality crowdsourced security program.
    • Act as a standalone technical resource for providing program setup and growth recommendations, as well as being able to review and speak to the content and quality of findings to programs themselves.
    • Understand client requirements and expectations, and then be able to implement an actionable strategy for delivering a successful program that meets or exceeds the client’s standards/expectations.  
  • Manage client feedback by providing invaluable input, feedback, and guidance to the Product team. 
  • Act decisively, independently, and confidently across a wide variety and range of circumstances and situations. This role includes a large amount of autonomy in day-to-day operations and comes with a high degree of implicit trust to be able to execute with minimal supervision. To this end, it’s critical that the right candidate also is able to demonstrate complete and total ownership of any/all responsibilities related to the role. 
  • Provide verbose and detailed documentation for all client interactions - while also exhibiting exemplary written and verbal communication skills in both internally and externally facing capacities.

Desired Skills & Experience

  • Familiarity with and capable of using command line tools and utilities (Bash, SSH, grep, etc).
  • Understanding of how common security testing tools are utilized and to what purposes (examples include Burp, nmap, kali, metasploit, gobuster, etc).
  • Ability to explain common security vulnerabilities - at a minimum, the OWASP top ten, but ideally beyond.
  • Have a rough frame of reference for how a researcher (or security professional) would typically go through attacking a given target, meaning that you’re aware of common attack vectors and methodologies in testing.
  • Able to create a mental (or written) model of a target’s attack surface and understand what types of attacks would be commonly leveraged against targets of a particular genre.
  • Able to work in a cross-departmental capacity that can serve as a clear source of guidance for a wide range of security and bug bounty-related questions.
  • Experience creating documentation and policies to support the role (blogs, collateral, etc).
  • Able to independently find solutions to both technical and non-technical problems with no apparent answer (aggressive googling, stack overflow, etc).
  • At least vaguely familiar with at least one scripting language (python, ruby, bash, etc) to a degree of proficiency that simple tools can be made to help automate tasks, workflow, etc.

Culture:

  • We regularly hear from both customers and researchers that Bugcrowd feels like a family, and we strive to maintain that internally as well.
  • Our team consists of a broad range of people: musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artists—you get the point.
  • Dog-friendly!
  • Bugcrowd was founded in Australia, so expect a few Aussies here in SF, as well as our Sydney office. Vegemite’s in the kitchen, but not mandatory.
  • We come from all over though: there are 24 different flags currently hanging in the office representing our countries of origin.  

The Perks: 

  • Competitive salary and stock options.
  • Flexible vacation time. 
  • Exceptional medical, dental & vision coverage.
  • 401k.
  • Company-sponsored off-sites and celebrations.
  • Catered breakfast & lunches from local vendors to satisfy your inner foodie.
  • Endless snacks and beverages to keep your brain juices flowing.
  • Pre-tax commuter benefits.

Background Checks:

The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets).

Background checks may include Social Security verification, prior employment verification, personal and professional references, educational verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required by law.

Related Jobs

Program Manager - Corporate Initiatives

Bugcrowd - Salt Lake City, UT, US

Account Executive

Bugcrowd - Salt Lake City, UT, US

Director, Program Operations

Bugcrowd - Phoenix, AZ, US

VP of Product

Bugcrowd - Remote

Account Executive

Bugcrowd - London, GB
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.