Hack The Box
Cybersecurity
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Manager at Hack The Box. Skills: Customer Success, Cybersecurity, Customer Retention, Customer Value. Drive customer satisfaction. Drive customer retention”
What You'll Achieve.
Drive GRR; Drive NRR; Drive NPS
Industry & Context.
Troubleshooting; Root cause analysis
What They're Looking For.
Must Have
Understanding of SaaS model, Principles of customer success, Previous Customer Success experience, Navigate difficult conversations, Proficiency in cybersecurity fundamentals, Pentesting skills, Cyberdefense skills, Handle objections, Overcome sales challenges, Own Revenue Retention Metrics, Collaborate effectively with stakeholders
Nice to Have
Experience with ChurnZero, Experience with HubSpot, Experience with Tableau, Experience with Looker, Experience with Slack, Experience with Gong
What You'll Do.
Drive customer satisfaction
Drive customer retention
Drive customer expansion
Serve as strategic advisor
Ensure measurable value
Ensure adoption of content
Ensure adoption of features
Ensure growth with platform
Partner cross-functionally
Ensure customer voice heard
Communicate customer benefits
Address business challenges
Schedule check-in meetings
Conduct check-in meetings
Maintain customer health notes
Pinpoint opportunities
Build trust relationships
Nurture trust relationships
Address customer inquiries
Coordinate with internal teams
Resolve customer issues
Ensure seamless customer experiences
Gather actionable feedback
Identify upselling opportunities
Identify cross-selling opportunities
How You'll Work.
Team & Collaboration
Partner cross-functionally; Collaborate with Product; Collaborate with Sales; Collaborate with Support; Collaborate with Marketing
Communication Scope
Executive presentations; Client meetings
Full Job Description
### 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 upskilling and readiness. Get ready for an exciting adventure into the world of cybersecurity! 🚀🔒💻 ### ✨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: * US * Fully Remote ### 🍺 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](https://www.hackthebox.com/blog/category/customer-stories) * [A glimpse into HTB’s 2025 Revenue Team Kick Off (RKO)](https://www.hackthebox.com/blog/htb-rko-2025) * [Humans of HTB: Anna’s journey into HTB customer success scaling team](https://www.hackthebox.com/blog/humans-of-anna-papadima-customer-success-team) ### 🚀 The adventures that await you after becoming a Customer Success Manager at Hack The Box: * Gui
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