Digital Hacker Success Manager - Community

HackerOne is the global leader in human-powered security, harnessing the creativity of the world's largest community of security researchers with cutting-edge AI to protect your digital assets. The HackerOne Platform combines the expertise of our elite community and the most up-to-date vulnerability database to pinpoint critical security flaws across your attack surface. Our integrated solutions, including bug bounty, pentesting, code security audits, spot checks, and AI red teaming, ensure continuous vulnerability discovery and management throughout the software development lifecycle. Trusted by industry leaders such as Coinbase, General Motors, GitHub, Goldman Sachs, Hyatt, PayPal, and the U.S. Department of Defense, HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.

HackerOne seeks an energetic, self-motivated community or customer success expert to join our growing global Community Team. The Digital Hacker Success Manager will be part of a dedicated team responsible for researcher relationships, coordinating and monitoring their success, and providing support and advocacy both on and off-platform. Each Hacker Success Manager has a dedicated portfolio of researchers within our global community, which they manage throughout their journey at HackerOne.

The Digital Hacker Success Manager, 1:Many, will lead the strategic development of a scalable, digital-first engagement model for a broad researcher portfolio. This role optimizes the researcher journey, enhances tech-touch interactions, and drives meaningful engagement at scale. As the primary advocate for researchers, they will analyze trends, identify growth opportunities, and implement data-driven strategies to improve researcher success. They will also collaborate with internal teams to integrate feedback and refine platform offerings. The ideal candidate for this role will be someone with previous experience with a digital tech-touch approach who is strategic, diligent, and self-motivated.

This role will be part of the Hacker Success Management team, which is part of our larger Community Team. This team crafts great researcher experiences by being our researchers' most trusted advocates. This dedicated team serves as the face of HackerOne to our global community.

Hacker-powered security is built on the foundation that leveraging human creativity to break things will ultimately make us stronger. The HackerOne Community team is no different. We thrive in a fast-paced, collaborative environment and are passionate about our global researcher community. The Community Team's mission is to ensure HackerOne is the #1 source of education, support, and financial opportunity for our global researcher community. This role is integral in achieving HackerOne's Community growth, retention, support, and education strategies. Championing our researchers is the heart and soul of our Community Team, and this role will be integral to the success and empowerment of our global researcher community.

At HackerOne, we embrace a Flexible Work approach, enabling our team members to work remotely while maintaining productivity and collaboration. We are seeking candidates located in Washington, D.C., and Austin, Tx, and the surrounding metropolitan areas, to facilitate occasional in-person interactions as needed. While the position is primarily remote, there will be periodic in-person requirements to support team collaboration and foster stronger connections. This approach ensures flexibility while providing opportunities to build meaningful in-person relationships that strengthen our team and company culture.

• Work with a dedicated portfolio of existing and highly engaged researchers to customize and manage their entire journey on HackerOne, including tracking and monitoring activity, helping to drive engagement and connecting researchers to the right opportunities at the right time to help them grow in their journey

• Develop and implement scalable digital engagement strategies to support and grow the researcher community through automated workflows, campaigns, and personalized outreach to drive researcher efficiencies and enable them to grow their journey on HackerOne

• Analyze researcher performance metrics and platform engagement data to identify trends, opportunities, and areas for improvement, using tools like Gainsight, FreshDesk, Intercom, and Looker

• Help to build growth goals and core milestones for researchers within your portfolio, monitoring progress and providing support and targeted points within a researcher's journey

• Contribute to refining the HackerOne Hacker Success methodology, continuing to build strategy and process improvements. Ideally, this candidate will be able to leverage technical aptitude and critical thinking to scale the 1:Many tech-touch approach for our researchers

• Drive researcher retention and success by proactively identifying at-risk researcher trends and implementing targeted re-engagement strategies

• You will be these researcher's biggest champion, both internally within the organization and externally. This can include but is not limited to, helping researchers with mediations or other platform-related issues, driving for mutually beneficial resolutions

• Serve as liaison between researchers and HackerOne internal departments (sales, engineering, marketing, etc.) to advocate for researcher-driven platform improvements, ensuring continuous enhancement of the user experience

• This candidate will ideally have either the technical aptitude listed above or will have strong experience in customer-facing roles and be able to navigate tech-touch conversations and approaches comfortably

• When applicable, train researchers on the HackerOne platform and ensure they are set up for success

• Support the Community Team on various initiatives, such as speaking engagements, live hacking/brand ambassador events, or other researcher-facing projects

• 3+ years of digital or tech-touch customer management or community engagement experience, ideally within the security industry or similar

• Ability to travel, around 10-15%, as required

• Proven ability to scale digital customer success programs or support functions, leveraging automation, AI, and self-service solutions

• Self-directed, action-oriented individual with an aptitude and desire to work in a fast-paced startup environment

• Proven ability to organize and execute projects in a consistent, repeatable, and reliable manner

• Excellent written communication and presentation skills

• Excellent interpersonal skills and ability to work effectively with a wide range of individuals and leaders across the organization

• Ability to analyze and solve problems promptly, perform complex tasks, and prioritize multiple projects

• Must be an organized individual who is a strong collaborator who can leverage cross-functional relationships to build and drive researcher success

• Naturally curious, investigative, and expert experimenter

• Experience with FreshDesk or other multi-channel support tools to manage inquiries

• Strong knowledge of cybersecurity, ethical hacking, or bug bounty programs is a plus

• Experience with Gainsight or other customer management platforms

• Experience using Intercom to develop and deploy messages to large cohorts based on triggering events

• Experience with Monday.com or other project management platforms

Compensation Bands:

$86K - $108K * Offers Equity

#LI-Remote

#LI-HM1

• 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

• Flexible Work Stipend

*Eligibility may differ by country

We are a Circle Back Initiative Employer and commit to responding to every applicant.

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

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.

HackerOne Values

HackerOne commits to maintaining a strong, inclusive culture built for our employees and our community of hackers. We are driven by our five core values. We recognize that our mission is bigger than us, and therefore act with integrity at all times. As a team, we believe that transparency builds trust so we default to disclosure in our communications. Each individual executes with excellence, creating an environment of greater alignment and greater autonomy. We win as a team and respect all people to empower everyone to learn from each other, innovate, and grow.

Compensation Range: $86K - $108K