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Job Description
HackerOne has been leading the Hacker-Powered Security category for years. Now, HackerOne is driving its platform strategy and enterprise GTM model forward. As we create this new category in cybersecurity, we’re seeking a dynamic Customer Advocacy Program Manager to collaborate with our exceptional customers. This role offers a unique opportunity to directly influence a pivotal aspect of our business. Join us as we shape the future of cybersecurity!
The Customer Advocacy Program Manager will develop and manage HackerOne’s customer advocacy program, including building out a detailed advocate database, creating a process for extending the use of customer proof points across the organization and in the market, and building customer relationships to increase acts of advocacy, such as case studies, references, 3rd party reviews, public testimonials, and speaking opportunities. You are a dynamic individual skilled in building and nurturing diverse customer relationships. As an organized and proactive communicator, you excel in strategically driving initiatives and adapting to evolving business needs, specifically focused on developing a successful advocacy program.
This position reports to the Manager of Customer Marketing and is located remotely in the United States.
You Journey at HackerOne
In the first 60 days, you will:
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Build relationships with key internal stakeholders in account management, marketing, and customer success.
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Deeply understand customer personas, common objectives, and success metrics.
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Review programs at other leading companies to identify best practices.
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Outline goals, metrics, and an engagement plan for our advocacy program.
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Outline three high-impact projects for the fiscal year.
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Be well-versed in the uses of our customer proof points, and begin to identify new ways to extend the use of our proof points.
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Fully onboard to HackerOne tools and processes.
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Fully onboard to UserEvidence and other external tools.
After 90 days, you will:
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Be ingrained cross-functionally to build an advocate journey with tiers, benefits, and recognition.
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Be fully onboarded to UserEvidence and implement new ways to successfully leverage the tool.
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Have three customer stories underway or in content creation stages.
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Have Phase 2 of the advocacy database in design and development for a full-scale build-out.
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Be fully competent at activating our advocates to deliver successful acts of advocacy.
Responsibilities:
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Manage multiple projects simultaneously, maintaining organization and attention to detail, with a bias for quick and efficient decision-making.
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Proactively communicate with manager and team on project status, risks, and blockers through tools like Asana, 15Five, Confluence, Google Drive, email, and meetings.
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Maintain a positive, solutions-oriented, proactive attitude.
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Build trusting relationships with colleagues by delivering consistently, responding timely, and keeping team members aligned on your projects.
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Bring creative ideas to make programs more effective while remaining operationally rigorous.
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Support the team to secure customers to participate in market research, content, success stories, testimonials, media opportunities, analyst references, and speaking engagements.
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Expand the advocate database into a measurable sourcing and reporting system that gives a full view of current and potential advocates, including health, milestones, and readiness to engage.
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Manage our UserEvidence program and ensure cross-functional education and adoption of the assets in the tool.
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Foster a culture of creativity, collaboration, and continuous improvement within the customer marketing team.
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Support Tier 1 events when advocates are involved, such as Advisory Boards, major industry events, and HackerOne’s annual user conference – some travel will be required.
Who You Are
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Direct experience managing customer advocacy programs
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Direct experience working with customers to drive advocacy actions with proven results.
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Experienced with Salesforce (Asana and Confluence would be a plus).
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B2B marketing experience in technology/SaaS (cybersecurity a plus).
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Excellent writing and communication skills.
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A self-starter who is able to take action with minimal supervision.
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You have high agency to decide the best course of action and follow through to make it happen.
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Outstanding time management skills and ability to manage multiple projects with tight deadlines.
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HackerOne is a digital first company, and all employees must be able to work and excel in a remote environment.
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.
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.
What We Do
HackerOne is the global leader in human-powered security. We leverage human ingenuity to pinpoint the most critical security flaws across your attack surface to outmatch cybercriminals. HackerOne’s Attack Resistance Platform combines the most creative human intelligence with the latest artificial intelligence to reduce threat exposure at all stages of the software development lifecycle. From meeting compliance requirements with pentesting to finding novel and elusive vulnerabilities through bug bounty, HackerOne’s elite community of ethical hackers helps organizations transform their businesses with confidence. HackerOne has helped find and fix more vulnerabilities than any other vendor for brands including Coinbase, General Motors, GitHub, Goldman Sachs, Hyatt, PayPal, and the U.S Department of Defense. In 2023, HackerOne was named a Best Workplace for Innovators 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.
#LI-Remote
#LI-KL1
Compensation Range: $88.4K – $115K
