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.