Customer Success Manager

Join Hack The Box as a Customer Success Manager Ready to embark on the quest of joining Hack The Box? At the end of this thrilling journey, you'll become a proud member of Hack The Box, with the ultimate mission to help redefine cybersecurity expertise. Get ready for an exciting adventure into the world of cybersecurity! The core mission of the Customer Success Manager: Drive engagement along the Hack The Box journey with high profile enterprise clients, primarily within the US market. Execute outcomes from success criteria for some of US's largest enterprises. Become their trusted partner and assure a great user experience leading to long lasting relationships. (OKRs: GRR, NRR, NPS) Location & Work Mode: Full-time role Remote role East Coast The fellowship you'll be joining: The team consists of experienced members of various technical and non-technical backgrounds covering a wide spectrum of industries. The team collaborates closely with Product, Sales, Support, Marketing and many more departments to accommodate customers' business needs while acting as a feedback loop for further improvement of the offered services. This position reports to the Head of Customer Success, US. Technology tools & weapons you'll be using: ChurnZero, HubSpot, Tableau, Slack, Gong & the 3 As (Adaptability - Active Listening - Assertiveness). HackTheBox, obviously! Interesting resources you should check: Customer Stories Meet the humans behind the screens | Working @ Hack The Box A glimpse into HTB's 2025 Sales Kick Off (SKO) Humans of HTB: Anna's journey into HTB customer success scaling team The adventures that await you after becoming a Customer Success Manager at Hack The Box: 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, knowledge, and experience points required to unlock the role of the Customer Success Manager at Hack The Box: Understanding of the Software as a Service (SaaS) model and principles of customer success. Previous experience in a Customer Success role preferred. Experience supporting enterprise customers in US markets is a strong plus 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 What your Hack The Box adventure will have in store: You'll have the exhilarating opportunity to contribute to a product that is highly appreciated by users and the cybersecurity community at large. You'll experience a highly supportive and caring environment, fostering growth, flexibility, and autonomy. You'll embark on an exciting journey of continuous learning and problem-solving, leveling up as our organization grows. Most importantly, you'll have a blast at HTB because fun is an essential ingredient in our recipe for success! Just wait until you see our global meet-ups! We also have other benefits that will keep you happy: Compensation: USD 90,000-120,000 Gross Annual +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; so you can learn how to hack The Quest of Becoming Hack The Box's CS Manager at HTB: Level 1 Apply: Submit your application. Tell us why this role excites you and what you'd bring. Level 2 Talent Screen: A conversation with our Talent Acquisition team to explore your background and ambitions. Level 3 Chat with Jamie: A relaxed conversation with your future manager. Think of it as a mutual vibe check. Level 4 Practical Task and Panel Presentation: A real-world scenario that lets you show how you'd approach product management with your unique perspective. You'll present your work to a panel of the team no trick questions, no gotchas, just a chance to show us how you think and tell a story. Level 5 Congratulations! Not many reach this level. Level's objective: have a constructive, final conversation with senior leadership (SVP, CS) to explore the role and your future at HTB. Level 6 You've officially received an offer from HTB! To complete the last level and the Quest, all you need to do is accept the offer. Quest complete. Congratulations, you're officially one of us Your next quest: complete the onboarding. Hack Your Career, Today. Join us in this epic adventure of cybersecurity at Hack The Box! At Hack The Box, we are on a quest to find the most exceptional and enthusiastic talent to join our team. Whether or not you consider yourself a gamer, we value what makes you unique and want to know more about you. This job post provides just a glimpse of the incredible gamified experience our business and consumer customers enjoy through our platforms. So, if you're ready to embark on a journey of disruption, growth, and adventure, we can't wait to meet you! About Hack The Box: Hack The Box is the leading cyber readiness platform for the agentic era, battle-testing and upskilling both humans and AI agents to enhance organizational cyber resilience. Trusted by the Fortune 500, government agencies, and MSSPs, the platform delivers threat-informed learning paths consisting of real-world scenarios in gamified labs and live-fire simulations that build and validate offensive and defensive cyber capabilities. With a loyal community of more than 4 million members and 800+ enterprise customers, Hack The Box empowers teams and intelligent systems alike to strengthen cyber defenses and reduce breach risk effectively. Rapidly growing its international footprint and reach, Hack The Box is headquartered in the UK, with additional offices in the US, Australia, and Greece. News & Resources: We're incredibly proud to share that our headquarters in the UK, along with our entities in Greece and the US, have been certified as a Great Place to Work for 4 consecutive years (2023 - 2026). In addition, our Greek entity has been recognized among the Best Workplaces in Greece (4th, 2nd, 3rd, 1st) and Europe (7th, 10th, 73rd) during this period a testament to our strong culture and commitment to creating an exceptional employee experience