• Apply First Principles Problem Solving to understand customer objectives, identify root causes of challenges, and develop practical solutions that drive successful security program outcomes. • Use Data-Driven Decision Making to analyze program performance, deliver benchmarking and actionable insights, and help customers make informed decisions about their security programs. • Demonstrate AI First thinking by leveraging AI-powered tools to improve productivity, customer engagement, and program delivery while sharing successful practices with teammates. • Practice Change Agility by adapting quickly to evolving customer requirements, security priorities, and platform capabilities while maintaining momentum toward desired outcomes. • Manage a portfolio of customer accounts throughout the customer lifecycle, including onboarding, adoption, renewal, and program expansion. • Serve as the primary liaison between customers and internal teams including Sales, Product, Engineering, Marketing, and Support to ensure customer requirements and milestones are successfully achieved. • Support customer escalations and facilitate resolution of issues, including hacker-customer mediations when necessary, while maintaining clear communication and customer trust. • Deliver executive business reviews, strategic presentations, and customer training sessions that demonstrate the value of HackerOne services and progress toward customer security objectives. • Advocate for customers by gathering feedback, identifying opportunities for product improvement, and contributing to enhancements in the customer experience. • Contribute to the continued refinement and evolution of HackerOne's Customer Success methodologies and best practices.

Role Description The Sr. Manager - Customer Engagement leads a global team responsible for managing business relationships, escalation governance, and engagement across IT Support Services (ITSS) for US and international OGA operations. This role acts as a critical bridge between business stakeholders and technology teams, ensuring seamless service delivery, proactive engagement, and adoption of ITSS capabilities to improve employee experience and operational outcomes. Drives global customer engagement, escalation governance, and business-IT alignment to enable proactive service delivery and improved employee experience across ITSS. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities - Customer Engagement & Governance - Establish and operationalize a structured engagement model across US and international business partners, including defined cadence, governance, and accountability frameworks. - Build and maintain solid relationships with business POCs, acting as the single point of contact for ITSS engagement and service alignment. - Drive Voice of Customer (VoC) integration, translating feedback into actionable improvements for ITSS services and capabilities. - Escalation & Incident Management - Lead end-to-end escalation management, ensuring prioritization based on business impact and timely resolution of high-severity incidents. - Identify and implement proactive escalation strategies by leveraging data insights and business feedback to anticipate risks, streamline response mechanisms, and prevent issue recurrence. - Ensure closed-loop resolution, including root cause analysis, communication, and prevention of repeat issues. - Business-IT Alignment & Change Enablement - Act as a bridge between business and IT, translating operational needs into technology priorities and ensuring solution alignment. - Partner with Tech Experience and product teams to socialize new technologies and drive adoption across business units. - Leverage data-driven insights (CSAT, incident trends, usage metrics) to influence prioritization and continuous improvement. - Global Team Leadership - Lead and develop a distributed team across onshore (US) and offshore (Philippines) locations, ensuring alignment on goals, processes, and service delivery. - Establish a high-performance culture centered on accountability, responsiveness, and customer-centricity. - Provide leadership during peak periods and major incidents, ensuring team readiness and operational resilience. Kep Priorities - Stand up and scale a standardized customer engagement and escalation governance model globally. - Strengthen business partnerships across US and OGA operations to ensure alignment on priorities and outcomes. - Improve adoption of ITSS tools and self-service capabilities to reduce demand and improve experience. - Shift from reactive escalation management to proactive, insight-led engagement. Success Measures - Operational - Reduction in escalations and faster resolution times through structured management. - Increased adoption of ITSS capabilities driving improvements in CSAT, deflection, and efficiency. - Solid alignment between business and IT, especially during high-severity events. - People & Leadership - High-performing, globally aligned team with clear ownership and accountability. - Solid credibility and trust with business and technology stakeholders. - Recognition as a strategic partner enabling business outcomes, not just an escalation function. Qualifications - Deep experience in incident/escalation management and IT service operations (ITSM). - Proven solid stakeholder management and executive communication skills. - Proven ability to lead global, distributed teams. - Proven ability to drive change adoption and influence without authority. - Proven data-driven mindset with focus on continuous improvement and customer experience. Requirements - All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy. Benefits - Comprehensive benefits package. - Incentive and recognition programs. - Equity stock purchase. - 401k contribution (all benefits are subject to eligibility requirements). Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

• Own the customer lifecycle, providing ongoing and proactive assistance to Sophos customers to drive high level of customer satisfaction, deep engagement, and mutual success, resulting in a successful renewal and a trustful customer relationship. • Establish key relationships with strategic and operational stakeholders at your customers, ensuring regular check-ins to understand, and promptly address client needs and concerns. • Partner with customers to understand their security goals, threat landscape, and compliance requirements; map our capabilities accordingly. • Lead onboarding sessions and provide ongoing and AI-assisted guidance on secure architecture, integrations, and best practices in cooperation with your customers’ Sophos partners and our service teams. • Monitor account health using telemetry, reporting, and customer feedback to proactively mitigate risk and identify value-add opportunities. • Conduct Quarterly Business Reviews (QBRs) and success planning with technical and business stakeholders. • Act as one Go-To-Market team with Sales, Renewals and CS. Collaborate with Support, Product and Operations teams on escalations, feature requests, and critical incident management. • Translate complex technical information into clear, actionable insights for customer teams. • Educate customers on roadmap reviews, new product features, threat intelligence, and industry developments through enablement sessions and advisory calls. • Contribute to internal process improvement and the development of reusable assets, such as playbooks, onboarding guides and AI agents.

• Support day-to-day administration of ChurnZero, including journey, campaign, and playbook configuration • Manage segmentation, audience targeting, and user access • Assist in operationalizing customer lifecycle programs (onboarding, adoption, renewal, tech touch) • Execute operational workflows supporting Customer Success programs • Translate business requirements into scalable processes • Maintain documentation, playbooks, and SOPs • Identify opportunities to automate workflows and reduce manual effort • Leverage tools such as Power Automate and AI assistants • Support automated customer communications and task workflows • Maintain data quality through audits, imports, and validation • Support dashboards and reporting for leadership • Troubleshoot data issues and assist with integrations (Salesforce, etc.) • Partner with Sales Ops, Support, IT, and other teams • Support rollout of tools, workflows, and initiatives