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Community Manager - Hacker Success

Based in United Kingdom or Netherlands (Remote)

Position Summary 

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

Within their portfolio, they will be those hacker’s dedicated advocates to help support, monitor and increase engagement and connect hackers with new opportunities. They are also responsible for gathering feedback from hackers and working with internal HackerOne teams to improve the hacker experience and platform suite. 

The Hacker Success Management team crafts great hacker experiences by being our hackers’ most trusted advocates. This dedicated team is new to HackerOne and ideal candidates will be strategic, energetic and self-motivated. 

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 hacker community.

This position will be located remotely in EMEA or APAC and will report to the Sr. Hacker Success Manager.

Mission of the Community Team at HackerOne

The Community Team’s mission is to ensure that HackerOne is the #1 source of education, support, and financial opportunity for our global hacker community. 

Your Journey at HackerOne

  • This role is integral in achieving HackerOne’s Community growth, retention, support and education strategies. Championing our hackers is the heart and soul of our Community Team, and this role will be integral to the success and empowerment of our global hacker community. 

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

  • You will be these hacker’s biggest champion, both internally within the organization and externally

  • Help these hackers with mediations or other platform related issues, driving for mutually beneficial resolutions

  • Help to build growth goals and core milestones for hackers within your portfolio, monitoring progress and providing support and targeted points within a hacker’s journey

  • Monitor hacker’s internal and external experiences on applicable forums, such as public slack workspaces, Discord servers, Twitter, etc.

  • Serve as liaison between hackers and HackerOne internal departments (sales, engineering, marketing, etc.) in order to ensure that all milestones and requirements are met

  • Support hackers with escalations and keep them up to date on progress toward resolution in the event of any hacker<>customer mediations or concerns

  • Contribute to the refinement of the HackerOne Hacker Success methodology, continuing to build strategy and process improvements

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

  • Deliver data-driven benchmarking, insights and recommendations aimed at growing a hacker’s connections and engagement on our platform

  • Champion product features on behalf of hackers, and participate in product discussions

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

  • In addition to maintaining a manageable cohort of hackers, you will also be responsible for operational support on the Community Team. This can include but is not limited to contributing to the refinement and development of tools utilized by the Community Team such as Gainsight, Discord, Intercom and other existing and new tooling to help with automating tasks and deliverables 

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

Who You Are

  • 5+ years of customer service or community experience, ideally within the security industry

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

  • 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, 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 hacker success

  • Naturally curious, investigative, and expert experimenter

  • Outstanding time management skills and ability to manage multiple projects with tight deadlines

  • Experience with Gainsight or other customer management platforms preferred

  • Experience with Asana or other project management platforms preferred

Employment at HackerOne is contingent on a background check.

HackerOne is committed to equal opportunity 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.

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.

What We Do

HackerOne closes the security gap between what organizations own and what they can protect. HackerOne's Attack Resistance Management blends the security expertise of ethical hackers with asset discovery, continuous assessment, and process enhancement to find and close gaps in the ever-evolving digital attack surface. This approach enables organizations to transform their business while staying ahead of threats. Customers include Citrix, Coinbase, Costa Coffee, General Motors, GitHub, Goldman Sachs, Google, Hyatt, Microsoft, PayPal, Singapore’s Ministry of Defense, Slack, the U.S. Department of Defense, and Yahoo. In 2021, HackerOne was named as a ‘brand that matters’ by Fast Company.

HackerOne is Digital First

Our work is optimized for asynchronous collaboration, knowledge management, and decision-making. HackerOne is creating an industry, and to do that, we must employ the most creative, forward-thinking distributed talent in the market. Our remote model allows employees to contribute to our mission while providing time and location flexibility which are core elements to a healthy relationship between professional and personal pursuits.

This job is closed
But you can apply to other open Remote Community Manager jobs