HackerOne is at a pivotal inflection point in the security industry. Offensive security is no longer optional - it is the standard for forward-thinking companies that want to build trust and resilience in a world where AI-driven innovation and adversaries are moving faster than ever. With the industry shifting, HackerOne stands apart: we combine the ingenuity of the largest security research community with a best-in-class AI-powered platform, trusted by the world’s top organizations.

HackerOne Values

HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is Customer Obsessed and prioritizes customer outcomes in our decisions and actions. We Default to Disclosure by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners Win Together by fostering empowerment, inclusion, respect, and accountability.

Customer Success Associate : Location : Pune, India : Working model : In-office : Working shift : UK-shift : Customer Success Associate : The Customer Success Associate is responsible for managing a digital approach to a large book of business. You will work with a shared portfolio of accounts across the customer lifecycle - ensuring a high-quality experience, solid retention, and growth opportunities. This includes supporting renewal conversations and aligning customers with the value of HackerOne's solutions as they evaluate their ongoing investment.

You’ll collaborate closely with internal HackerOne teams to improve the customer experience and product suite, and you’ll help evolve the customer journey through scalable, tech-touch engagement strategies. The Customer Success team crafts great customer experiences by being our customers’ most trusted advisors for building successful security programs on HackerOne.



We are the bridge connecting our Customers, Company, and Community to a safer internet. By investing in innovation, expertise, and elevated experiences, we deliver value, maximise retention, drive growth, and cultivate advocacy.

What You Will Do

- Leverage customer data, program metrics, and benchmarks to identify engagement opportunities, monitor account health, and take action that drives customer adoption, retention, and growth through Data-Driven Decision Making.
- Contribute to the team’s library of campaigns, playbooks, and standardised processes, leveraging AI First tools and automation where appropriate to drive efficiency, consistency, and scale across the customer lifecycle.
- Serve as a liaison between customers and internal HackerOne teams (Sales, Engineering, Triage, and others) to ensure milestones, expectations, and customer outcomes are achieved through effective cross-functional collaboration.
- Support customers through escalations and provide timely updates on progress toward resolution, adapting to changing priorities and customer needs with Change Agility while maintaining a high-quality customer experience.
- Manage a defined SMB book of business, using customer insights and program performance data to deliver actionable recommendations that support customer retention, adoption,



and program growth.- Participate in presentations and business reviews with customer stakeholders that demonstrate the value of HackerOne services and progress toward key security objectives.
- Deliver scalable customer enablement through webinars, office hours, digital resources, and standardised onboarding programs that help customers maximise value from the HackerOne platform and engage effectively with the hacker community.
- Support the global Customer Success organisation by contributing to scalable programs, playbooks, customer communications, and process improvements that drive operational efficiency, consistency, and customer outcomes across the broader customer base. - Minimum Qualifications
- 2+ years in a Customer Success or Support role, managing a large volume of accounts.
- Experience on Freshdesk, Salesforce
- Excellent project and time management skills, with a demonstrated ability to execute in a consistent and reliable manner.
- Strong communication, presentation, and interpersonal skills.
- Technical fluency in areas like capacity, utilisation, and security fundamentals.
- Comfortable navigating a dynamic, remote-first environment.
- Ability to analyse and interpret customer data to drive actions and decisions.
- General understanding of cloud technologies, IT operations, and project management methodologies.

Preferred Experience

- Experience supporting customers across diverse geographies and time zones.
- Additional language skills are helpful but not a requirement.

Job Benefits :

- 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 Fam

📌 Customer Success Associate (Pune)
🏢 HackerOne
📍 Pune