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 the US’s largest enterprises. Become their trusted partner and assure a great user experience leading to long-lasting relationships. (OKRs: GRR, NRR, NPS)
• 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
• 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

• 25 annual leave days (paid)
• Paid paternity/maternity leave
• Private insurance, Dental & Vision, 401K
• 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 😉
• Flexibility in working hours

• Ability to collaborate effectively with multiple internal stakeholders
• Experience supporting enterprise customers in US markets is a strong plus
• Proficiency in cybersecurity fundamentals, including pentesting and cyberdefense skills
• Ability to navigate difficult conversations with customers and internal leadership
• Skilled in handling objections and overcoming challenges in the sales process
• Comfortable owning revenue retention metrics to drive business growth
• Understanding of the Software as a Service (SaaS) model and principles of customer success
• Previous experience in a Customer Success role preferred

• 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