- Experience
- Any
- Salary
- USD 105,000 – USD 130,000 / year
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- Work from home
- Eligibility
- This role is open to individuals with a background in Customer Success and an understanding of the SaaS model. Proficiency in cybersecurity fundamentals is required. The ability to manage difficult conversations and collaborate effectively with internal teams is essential.
- Resume
- Required to apply
Job description
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. Trusted by Fortune 500 companies, government agencies, and MSSPs, the platform offers threat-informed learning paths with 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. The company has a global presence with headquarters in the UK and offices in the US, Australia, and Greece.
The Role of the Customer Success Manager
The Customer Success Manager at Hack The Box plays a pivotal role in driving customer satisfaction, retention, and expansion within existing enterprise accounts. This strategic advisor ensures clients achieve measurable value, adopt new content and features, and grow with the platform, focusing on key metrics like Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS). The role involves shaping Customer Success processes and collaborating cross-functionally to ensure customer feedback influences company-wide improvements.
Responsibilities
- Guide new clients through their onboarding journey effectively.
- Articulate the value proposition of Hack The Box and demonstrate 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 systems like Hubspot and ChurnZero.
- Analyze 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.
- Liaise with internal teams to resolve customer issues and ensure a seamless experience.
- Proactively identify and mitigate risks that could impact customer satisfaction.
- Collect actionable feedback from customers to inform product development.
- Identify and pursue opportunities for upselling and cross-selling to expand customer accounts.
Requirements
- A solid understanding of the Software as a Service (SaaS) model and core customer success principles.
- Prior experience in a Customer Success role is essential.
- Demonstrated ability to manage challenging conversations with both customers and internal leadership.
- Proficiency in cybersecurity fundamentals, including penetration testing and cyber defense concepts.
- Experience in handling objections and navigating sales process challenges.
- Comfort and capability in owning Revenue Retention Metrics to drive business growth.
- Strong collaboration skills for effective teamwork with various internal stakeholders.
Perks and Benefits
- Competitive base salary ($105,000-$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.
- 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.
- Paid parental leave.
- Generous annual leave of 25 days.
- Home Office Allowance.
- Dedicated budget for training and professional development, including conference participation.
- Provision of state-of-the-art equipment.
- Full access to Hack The Box lab offerings for continuous learning.
Additional Information
The hiring process involves multiple stages, including application submission, interviews with the Talent Acquisition team and hiring manager, a job-related assignment, and a final conversation with senior leadership. Hack The Box is committed to fostering a diverse, inclusive, and equitable workplace and participates in E-Verify. The company has been recognized as a Great Place to Work for four consecutive years (2023-2026) in the UK, Greece, and the US.