The core mission of the Customer Success Manager:Drives customer satisfaction, retention, and expansion with our current enterprise customers. Serves as a strategic advisor, ensuring they're seeing measurable value, adopting new content and features, and growing with the platform. (OKRs: GRR, NRR, NPS). You will help shape CS processes and partner cross-functionally to ensure the voice of the customer is heard across the company.
Location & Work Mode: 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 and sectors such as Education, Gov/Federal, SMBs and Enterprise. 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 for North America Enterprise.
⚔ Technology tools & weapons you'll be using:ChurnZero, HubSpot, Tableau, Looker, Slack, Gong & the 3 As (Adaptability - Active Listening - Assertiveness). Hack The Box, obviously!
Interesting resources you should check:- Customer Stories
- A glimpse into HTB's 2025 Revenue Team Kick Off (RKO)
- 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
- Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge.
- Scheduling and conducting regular check-in meetings with customers
- Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc)
- Examining usage data to pinpoint trends, opportunities and possible concerns, frequently employing analytics tools such as Tableau or Looker.
- Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins
- Timely addressing of customer inquiries
- Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences
- Proactively identifying and addressing risks to customer satisfaction
- Gathering actionable feedback from customers for product improvement
- 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.
- 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!
The gems you'll be enjoying as a Customer Success Manager:- Comp: $105,000-130,000 base salary + 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 parental 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 Customer Success Manager:- Level 1: To complete level one's objective, submit your application.
- Level 2: Meet the Talent Acquisition team. Level's objective: highlight your past achievements, ambitions, and values.
- Level 3: Meet the hiring manager. Level's objective: connect with the hiring manager and share with them your achievements.
- Level 4: Complete an assignment that aligns with day-to-day job-related tasks and responsibilities.
- Level 5: Congratulations! Not many reach this level . Level's objective: have a constructive, final conversation with senior leadership 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.
