HackerOne Customer Success
Helping HackerOne customers get maximum ROI from human-powered security testing.
Helping you reach security milestones
From the outset, your CSM is a collaborative partner, joining you during the early days of your HackerOne engagement. This is the start of a journey where we build the relationship and develop a deep understanding of your challenges and goals.
The customer journey tracks toward some of all of the following milestones:
Initial private launch:
A private launch will invite a select group of ethical hackers to focus on a particular scope and is most customers’ first step when launching a bug bounty program for continuous security testing. The journey leading up to this moment looks different for each customer, depending on complexity and timeline. Your CSM is there to help you overcome obstacles and deliver success.
A private launch will invite a select group of ethical hackers to focus on a particular scope and is most customers’ first step when launching a bug bounty program for continuous security testing. The journey leading up to this moment looks different for each customer, depending on complexity and timeline. Your CSM is there to help you overcome obstacles and deliver success.
Public announcement:
Announcing that you are ready to receive vulnerabilities from the public signals to your customers, peers, and the world that security is paramount for your organization. We celebrate your public launch together, helping you promote the milestone.
Announcing that you are ready to receive vulnerabilities from the public signals to your customers, peers, and the world that security is paramount for your organization. We celebrate your public launch together, helping you promote the milestone.
Bringing 100% of the attack surface in scope:
Bringing the full attack surface within scope is an aspirational goal and a major accomplishment. HackerOne Customer Success helps customers grow their programs as the attack surface evolves.
Bringing the full attack surface within scope is an aspirational goal and a major accomplishment. HackerOne Customer Success helps customers grow their programs as the attack surface evolves.
If you take a step back and think of security as a whole, it’s a sensitive space—whether that’s the urgency of discovering a critical vulnerability or the ongoing change management involved in working with ethical hackers. To have a Customer Success Manager on your side is extremely powerful. They are there to support you, provide practical assistance, and be your advocate at every step in the journey.
Subscription Levels
Meet some of our dedicated customer success functions
HackerOne Customer Success represents a highly skilled global team, including approximately 25 managers across North America, EMEA, and APAC. Each customer is assigned a dedicated CSM, who is closely matched based on criteria like location, complexity of engagement, and industry expertise.
Crystal Hazen
Crystal Hazen is a Principal Program Manager with over 8 years of expertise at HackerOne, specializing in guiding Enterprise organizations to partner effectively with ethical hackers for software and system security. Crystal draws on her extensive experience helping CISOs and security teams across various industries achieve their goals.
Crystal was an original member of the OpenSSF Vulnerability Disclosure group, contributing to advancing open source security. She also serves on the leadership team of BSidesSF as the Community Events Lead, where she manages Villages, CTF, and the Career Center. Outside of work, Crystal enjoys spending time with her family, hiking with her dogs, and volunteering in the security community
“The highlight of my day is helping the teams I work with solve problems. For instance, there was a time when a customer was under pressure to release a new product on a short timeline. I was able to help them tailor a testing plan and connect them with hackers possessing the right skill set to uncover critical vulnerabilities quickly, ensuring the product's security before the launch date.”
Allie Lugton
Allie Lugton was the first Senior Implementation Manager at HackerOne, helping to create processes and documentation for the growing team. Today, she manages implementations for new customers across all time zones, ensuring they are set up for success upon program launch. This includes program setup and policy/scope review, robust inbox management training to ensure a smooth process for customers and hackers upon program launch, and providing industry best practices so each customer can succeed with their program(s). Outside of work, Allie enjoys spending time with her family, traveling, and uncovering new hiking spots.
"I don’t think one day has gone by in my career at HackerOne when I haven’t learned something new about a business, technical subject, or even about a group of people. One example of this is when I attended a Live Hacking Event for one of our customers in Spain. The customer was in an industry I was not familiar with previously, and it was exciting to learn more about their business, what matters most to them as a company, and some of the most important aspects in becoming a security leader in that industry."
Connie Lewis
Connie Lewis is a director of Customer Success Management at HackerOne. Since 2018, Connie has devoted her work to HackerOne’s mission of empowering the world to build a safer internet. As part of the Customer Success Management organization, she leads her team in supporting this mission by developing partnerships that drive high-value outcomes for customers and continuously improve their security posture. Outside of HackerOne, Connie enjoys gardening, walking, running, and spending time outdoors. She is also a music fan with eclectic taste and enjoys attending live music events.
"I’m proud to lead a team that serves as an extension of our customer’s security team, and guiding them through what is, for some, a new space. Every interaction is a chance to learn something new, whether it's about our customer's challenges, growth plans, or even their story. It's fulfilling to partner with customers in finding solutions to their challenges or guiding them to products or services that enhance their security and business strategy."
Thanraj P
Thanraj P is a dynamic Senior Technical Support Specialist with HackerOne, instrumental in assisting customers with a range of technical issues, including Single Sign-On(SSO), VPN, and API troubleshooting. Dedicated to providing exceptional customer support, Thanraj thrives on resolving issues and ensuring smooth experiences for users. Beyond the technical realm, Thanraj finds joy in embracing life’s adventures with enthusiasm, whether spending time with his furry companion or exploring new food through travel.
"We go above and beyond to reassure customers that they are not alone in facing challenges. Help is always just a call away."
Our collaboration with HackerOne and our dedicated customer success manager helps us maximize our program by outlining well-rounded product coverage as well as innovative ways to engage with the ethical hacker community.
I recently took over our bug bounty program and, for the first time, was dealing with incoming vulnerability reports. HackerOne customer success made this very easy for me, from providing videos on how to do things within the platform to providing data and guidance on how to run a best-in-class program, to helping me find good stats to report on for internal company metrics. HackerOne customer success has stood out among our security vendors by adding these insights to our program.
I wanted to highlight the incredible support we have received from our customer success manager. Their responses and assistance have been phenomenal, and we are extremely grateful for their timely reach-outs and ongoing support!
