[Hiring] Customer Success Manager @Hack The Box

Role Description

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!

• 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

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.

Company Description

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.