Note: The job is a remote job and is open to candidates in USA. Hack The Box is hiring a Customer Success Manager to drive engagement and measurable outcomes for high-profile enterprise clients, primarily in the US market. The role builds trusted customer relationships, supports retention and satisfaction, and coordinates with internal teams to deliver a strong customer experience.
Responsibilities
- Guiding new customers through their customer journey process efficiently
- Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins
- Designing and executing engagement plans aligned to customer objectives and measurable outcomes
- Analyzing usage data to identify trends and potential issues, often utilizing analytics tools (e.g. Tableau)
- Timely addressing of customer inquiries
- Proactively identifying and addressing risks to customer satisfaction
- Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences
- Scheduling and conducting regular check-in meetings and EBRs with customers
- Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc)
- Gathering actionable feedback from customers for product improvement
- Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge
- Identifying and capitalizing on opportunities for upselling and cross-selling
Skills
- Understanding of the Software as a Service (SaaS) model and principles of customer success
- Ability to navigate difficult conversations with customers and internal leadership
- Proficiency in cybersecurity fundamentals, including pentesting and cyberdefense skills
- Skilled in handling objections and overcoming challenges in the sales process
- Comfortable owning Revenue Retention Metrics to drive business growth
- Ability to collaborate effectively with multiple internal stakeholders
- Previous experience in a Customer Success role preferred
- Experience supporting enterprise customers in US markets is a strong plus
Benefits
- 20% bonus
- Medical, Dental & Vision (employee coverage 100% paid for by Hack The Box)
- 401K w/ employer match
- Employer-paid Life and AD&D Insurance
- Supplemental Life Insurance
- Short-term and Long-term Disability
- Healthcare and Dependent Care FSA
- Paid paternity & maternity leave
- 25 annual leave days
- Home Office Allowance
- Dedicated budget for training and professional development, participation in conferences
- State-of-the-art equipment
- Full access to the Hack The Box lab offerings
- Remote role
Company Overview