Customer Success Associate

HackerOne is a global leader in Continuous Threat Exposure Management (CTEM). The HackerOne Platform unites agentic AI solutions with the ingenuity of the world’s largest community of security researchers to continuously discover, validate, prioritize, and remediate exposures across code, cloud, and AI systems. Through solutions like bug bounty, vulnerability disclosure, agentic pentesting, AI red teaming, and code security, HackerOne delivers measurable, continuous reduction of cyber risk for enterprises. Industry leaders, including Anthropic, Crypto.com, General Motors, Goldman Sachs, Lufthansa, Uber, UK Ministry of Defence, and the U.S. Department of Defense, trust HackerOne to safeguard their digital ecosystems. HackerOne was recognized in Gartner’s Emerging Tech Impact Radar: AI Cybersecurity Ecosystem report for its leadership in AI Security Testing and has been named a Most Loved Workplace for Young Professionals (2024).

HackerOne is at a pivotal inflection point in the security industry. Offensive security is no longer optional – it is the standard for forward-thinking companies that want to build trust and resilience in a world where AI-driven innovation and adversaries are moving faster than ever. With the industry shifting, HackerOne stands apart: we combine the ingenuity of the largest security research community with a best-in-class AI-powered platform, trusted by the world’s top organizations.

HackerOne Values

HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is Customer Obsessed and prioritizes customer outcomes in our decisions and actions. We Default to Disclosure by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners Win Together by fostering empowerment, inclusion, respect, and accountability.

The Customer Success Associate is responsible for managing a digital approach to a large book of business. You will work with a shared portfolio of accounts across the customer lifecycle - ensuring a high-quality experience, strong retention, and growth opportunities. This includes supporting renewal conversations and aligning customers with the value of HackerOne's solutions as they evaluate their ongoing investment.

You’ll collaborate closely with internal HackerOne teams to improve the customer experience and product suite, and you’ll help evolve the customer journey through scalable, tech-touch engagement strategies. The Customer Success team crafts great customer experiences by being our customers’ most trusted advisors for building successful security programs on HackerOne. We are the bridge connecting our Customers, Company, and Community to a safer internet. By investing in innovation, expertise, and elevated experiences, we deliver value, maximise retention, drive growth, and cultivate advocacy.

What You Will Do

• Leverage customer data, program metrics, and benchmarks to identify engagement opportunities, monitor account health, and take action that drives customer adoption, retention, and growth through Data-Driven Decision Making.

• Contribute to the team’s library of campaigns, playbooks, and standardised processes, leveraging AI First tools and automation where appropriate to drive efficiency, consistency, and scale across the customer lifecycle.

• Serve as a liaison between customers and internal HackerOne teams (Sales, Engineering, Triage, and others) to ensure milestones, expectations, and customer outcomes are achieved through effective cross-functional collaboration.

• Support customers through escalations and provide timely updates on progress toward resolution, adapting to changing priorities and customer needs with Change Agility while maintaining a high-quality customer experience.

• Manage a defined SMB book of business, using customer insights and program performance data to deliver actionable recommendations that support customer retention, adoption, and program growth.

• Apply First Principles Problem Solving to identify root causes of customer challenges, recommend practical solutions, and continuously improve customer outcomes and operational effectiveness.

• Participate in presentations and business reviews with customer stakeholders that demonstrate the value of HackerOne services and progress toward key security objectives.

• Deliver scalable customer enablement through webinars, office hours, digital resources, and standardised onboarding programs that help customers maximise value from the HackerOne platform and engage effectively with the hacker community.

• Support the global Customer Success organisation by contributing to scalable programs, playbooks, customer communications, and process improvements that drive operational efficiency, consistency, and customer outcomes across the broader customer base.

Minimum Qualifications

• 2+ years in a Customer Success or Support role, managing a large volume of accounts.

• Experience on Freshdesk, Salesforce

• Excellent project and time management skills, with a demonstrated ability to execute in a consistent and reliable manner.

• Strong communication, presentation, and interpersonal skills.

• Technical fluency in areas like capacity, utilisation, and security fundamentals.

• Comfortable navigating a dynamic, remote-first environment.

• Ability to analyse and interpret customer data to drive actions and decisions.

• General understanding of cloud technologies, IT operations, and project management methodologies.

Preferred Experience

• Experience supporting customers across diverse geographies and time zones.

• Additional language skills are helpful but not a requirement.

• Health (medical, vision, dental), life, and disability insurance*

• Equity stock options

• Retirement plans

• Paid public holidays and unlimited PTO

• Paid maternity and parental leave

• Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)

• Employee Assistance Program

*Eligibility may differ by country

We're committed to building a global team! For certain roles outside the United States, India, the U.K., and the Netherlands, we partner with Remote.com as our Employer of Record (EOR).

Visa/work permit sponsorship is not available.

Employment at HackerOne is contingent on a background check.

HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.

This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.

For US based roles only: Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position.