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.
âš” 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.
