Customer Success Manager

About Hack The Box

Hack The Box is a leading cyber readiness platform designed for the agentic era, focused on battle-testing and upskilling both humans and AI agents to enhance organizational cyber resilience. Our platform is trusted by Fortune 500 companies, government agencies, and MSSPs. We provide threat-informed learning paths featuring real-world scenarios in gamified labs and live-fire simulations to build and validate offensive and defensive cyber capabilities. With a community of over 4 million members and 800+ enterprise customers, Hack The Box empowers teams and intelligent systems to strengthen cyber defenses and reduce breach risk.

We are rapidly expanding internationally, with headquarters in the UK and offices in the US, Australia, and Greece. We are proud to have been certified as a Great Place to Work for four consecutive years (2023-2026) in the UK, Greece, and the US. Our Greek entity has also received recognition among the Best Workplaces in Greece and Europe.

The Role of a Customer Success Manager

The Customer Success Manager at Hack The Box plays a pivotal role in driving customer satisfaction, retention, and expansion within our enterprise client base. This strategic advisor ensures clients derive measurable value from the platform, adopt new content and features, and grow their usage. Key performance indicators include Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS). You will be instrumental in shaping Customer Success processes and collaborating cross-functionally to ensure customer feedback influences company-wide improvements.

Responsibilities

• Guide new customers through their onboarding journey effectively.
• Articulate the value proposition of Hack The Box and how it addresses specific business challenges.
• Conduct regular check-in meetings with clients to ensure ongoing satisfaction and engagement.
• Maintain detailed and up-to-date records of customer health within internal CRM and success tools like HubSpot and ChurnZero.
• Analyze customer usage data using tools such as Tableau or Looker to identify trends, opportunities, and potential issues.
• Cultivate strong, trusting relationships with executive stakeholders, buyers, and key user administrators.
• Address customer inquiries promptly and efficiently.
• Coordinate with internal teams, including Product, Sales, and Support, to resolve customer issues and ensure a seamless experience.
• Proactively identify and mitigate risks to customer satisfaction and retention.
• Gather actionable feedback from customers to inform product development and service enhancements.
• Identify and pursue opportunities for upselling and cross-selling to expand customer accounts.

Requirements

• A solid understanding of the Software as a Service (SaaS) business model and core customer success principles.
• Prior experience in a Customer Success Management role.
• Demonstrated ability to manage challenging conversations with customers and internal leadership.
• Proficiency in cybersecurity fundamentals, including penetration testing and cyber defense concepts.
• Aptitude for handling objections and navigating sales process challenges.
• Comfort and experience in owning revenue retention metrics to drive business growth.
• Strong collaborative skills, with the ability to work effectively with diverse internal stakeholders.
• Excellent communication, interpersonal, and problem-solving abilities.

Technology & Tools

You will utilize tools such as ChurnZero, HubSpot, Tableau, Looker, Slack, and Gong. Adaptability, active listening, and assertiveness are key personal attributes.

Perks & Benefits

• Competitive base salary ranging from $105,000 to $130,000, plus a 20% bonus.
• Comprehensive medical, dental, and vision insurance with 100% employee coverage paid by Hack The Box.
• 401K plan with employer matching contributions.
• Employer-paid Life and Accidental Death & Dismemberment (AD&D) Insurance.
• Optional Supplemental Life Insurance.
• Short-term and Long-term Disability coverage.
• Flexible Spending Accounts (FSAs) for healthcare and dependent care expenses.
• Generous paid parental leave policy.
• 25 days of annual paid leave.
• Home office allowance to support your remote work setup.
• Dedicated budget for professional development, training, and conference attendance.
• Provision of state-of-the-art equipment.
• Full access to Hack The Box lab offerings for continuous learning and skill development.

Additional Information

This is a fully remote position based in the United States. The team comprises experienced professionals from various technical and non-technical backgrounds across diverse industries. You will report to the Head of Customer Success for North America Enterprise. Hack The Box is committed to fostering a diverse, inclusive, and equitable workplace, ensuring all applications are evaluated based on merit, skills, and qualifications without discrimination. We participate in E-Verify.