Customer Success Manager

Hack The Box is hiring a Customer Success Manager to drive engagement and measurable outcomes for high-profile enterprise clients, primarily in the US market. The role builds trusted customer relationships, supports retention and satisfaction, and coordinates with internal teams to deliver a strong customer experience.

Responsibilities:

• 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

Requirements:

• Understanding of the Software as a Service (SaaS) model and principles of customer success
• 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
• Previous experience in a Customer Success role preferred
• Experience supporting enterprise customers in US markets is a strong plus