Customer Experience Manager II (CEM II) - Federal
As a Customer Experience Manager II (CEM II) – Federal at Bugcrowd, you will be a strategic partner to our Federal customers, helping them maximize the value of Bugcrowd’s cybersecurity platform and services. You will own a portfolio of Federal and State and Local accounts and serve as the primary point of contact across the customer lifecycle from onboarding and adoption through renewal and expansion.
This role is ideal for someone who understands the unique needs of Federal customers and can successfully navigate complex organizations, multiple stakeholders, procurement processes, security requirements, and mission-driven environments.
You will also partner cross-functionally with Sales, Solutions Engineering, Operations, Product, Security, and Professional Services to advocate for customers and drive successful outcomes.
Essential Duties & 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.
Education, Experience, Skills, & Abilities
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.
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.
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 this position is $83,200 - $114,400.
This position may also be eligible to participate in a discretionary bonus program or commission plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.