Customer Experience Manager II (CEM II) - Federal

Bugcrowd is hiring a Customer Experience Manager II – Federal to serve as a strategic partner to Federal customers and help them maximize the value of its cybersecurity platform and services. The role owns customer relationships across onboarding, adoption, renewal, and expansion, while coordinating with internal teams to drive successful outcomes.

Responsibilities:

• Own a portfolio of Federal customers and develop trusted relationships with key technical, security, program, procurement, and executive stakeholders
• Serve as the primary customer advocate and point of contact throughout the customer lifecycle
• Develop a deep understanding of each customer's mission, cybersecurity strategy, organizational structure, and priorities
• Build multi-threaded relationships across customer organizations to strengthen partnerships and reduce renewal risk
• Develop and execute customer success plans aligned to Federal customer objectives and cybersecurity priorities
• Drive adoption and utilization of Bugcrowd products and services to ensure customers realize measurable value
• Conduct regular business reviews and executive-level conversations focused on outcomes, program performance, and strategic priorities
• Ensure comprehensive oversight of account health, user adoption metrics, and any emerging risks to the partnership

Requirements:

• 3+ years of experience in Customer Success, Customer Experience, Account Management, or a related customer-facing role within cybersecurity or SaaS
• Experience working with Federal Government, DoD, intelligence, civilian agencies, or Federal contractors
• Strong understanding of cybersecurity and the challenges faced by Federal organizations
• Experience managing complex enterprise accounts with multiple stakeholders
• Demonstrated ability to manage renewals, retention, and account growth
• Strong executive presence and communication skills
• Ability to build relationships with both technical and non-technical stakeholders
• Strong project management and organizational skills with the ability to manage a large portfolio of accounts
• Ability to navigate complex procurement, contracting, and organizational processes
• Comfortable working in a fast-paced, highly collaborative environment
• Strong business acumen and the ability to connect cybersecurity solutions to customer outcomes