Customer Success Specialist

Job Summary

Bugcrowd is looking for a creative, enterprising, and intrinsically motivated individual to join our growing Customer Success Specialist Team. As the Customer Success Specialist, you’ll be part of an 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!

As the Customer Success Specialist, you will work directly with our SMB customers throughout the entire customer lifecycle. You will be expected to drive results that tie back to strategic business goals for your team’s goals. The Customer Success Team 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.

This position will report to the Team Lead of Customer Success Specialists.

Essential Duties & Responsibilities

This is an exciting opportunity to play an integral part in Bugcrowd’s Customer Success program.   We expect you to be an extremely experienced and incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment.   Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success.   You are expected to thrive - not in a silo, but in an incredibly well-resourced, supportive, customer fueled environment.  

In this CSS role, you will perform the following tasks:

• Own, review and work with customers, researchers and internal teams to resolve aging submissions queue in Freshdesk
• Support the TCSMs with client issues, credentials, and general administrative work. 
• Support TCSMs with meeting preparation and follow-up.
• Understand client requirements and expectations, and then manage and implement an actionable strategy for delivering a successful program that meets or exceeds the client’s standards/expectations.  
• Provide detailed documentation for all client interactions while also exhibiting exemplary written and verbal communication skills in both internally and externally facing capacities. 
• Manage client and team feedback, by collecting, analyzing, and interpreting the feedback to provide invaluable input and guidance to the Product team. 
• Document process, client notes, strategic plans etc in Gainsight/Salesforce/Freshdesk, etc. 
• Function as a customer advocate and provide internal feedback on how bugcrowd can better serve our customers including tracking and escalating issues and feature requests
• Address customer inquiries based on specific SLAs and ensure the team has clear expectations for doing the same.  
• Create programs in Salesforce, Gainsight and Bugcrowd Platform
• Leverage Gainsight, Salesforce, Tableau and/or other tools to identify trends, pursue opportunities and escalate/remediate gaps. 
• Attention to detail and organizational skills to manage multiple work streams and deliver high-quality output on time and in full. 
• Ensure execution of customer journey touchpoints, including onboarding, program performance and health, business reviews, retention and other opportunities.  
• Internal and external communication around deliverables, scheduling, and expectations
• Prepare reports or attain data, often of a complex or confidential nature
• Reviews project requirements, identifies interdependencies with internal or external departments or service providers, delegates responsibilities, and ensures that work is completed as needed
• Monitor Slack Channels and TCSM inbound email.
• Maintains confidentiality of sensitive information.
• Handles complex issues and problems.
• Communicate with low-touch and tech-touch clients via email and zoom meetings

Education, Experience, Skills, & Abilities

• 5+ years of experience in leading customer-facing organizations
• 5+ years in customer success or relevant customer facing field
• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication.
• Compelling verbal and written communication and presentation skills to easily explain and discuss complex concepts with a wide variety of audiences.
• Resilient and adaptable to change.
• High capacity for managing, prioritizing and balancing customer and organizational workload (Meetings, tasks, admin work, email, project work, etc.
• The ability to think strategically, along with a willingness to execute and build from the ground up with a "no task too small" mindset.
• Technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable ROI
• Power User/Expertise in Gainsight, Slack, Google Workspace/GSuite, Salesforce, etc. 
• Customer obsessed - a passion for understanding, driving, and improving customer adoption of Bugcrowd’s product.
• Able to independently find solutions to both technical and non-technical problems with no apparent answer.
• Good troubleshooting skills.
• Understanding of common attack vectors and methodologies in testing.
• Ability to explain common security vulnerabilities - at a minimum, the OWASP top ten, but ideally beyond.
• Able to create a model of a target’s attack surface and understand what types of attacks would be commonly leveraged against targets of a particular genre.
• Familiarity with and capable of using command line tools and utilities specifically Bash, SSH, and grep.
• Ability to build collaborative relationships.
• Ability to multitask and prioritize any given tasks.
• Ability to understand and follow directions.
• Performs work under minimal supervision.

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.

ADA Statement

Bugcrowd is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Bugcrowd will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact HR at ada@bugcrowd.com.

Pay Range Disclosure

At Bugcrowd, we strive for fairness, equality and to create an environment that allows our people to perform at their very best. Our compensation philosophy is to foster a collaborative community that rewards, attracts and retains the best possible talent.

The provided salary details are based on US national averages and we retain the flexibility to tailor to the needs of the business. The national estimate for the current base range for the XXX position is $XXX - $XXX.