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, offering threat-informed learning paths through gamified labs and live-fire simulations. With a community of over 4 million members and 800+ enterprise clients, Hack The Box strengthens cyber defenses and reduces breach risks. Headquartered in the UK, the company has a global presence with offices in the US, Australia, and Greece.

Job Summary

Hack The Box is seeking a Customer Success Manager to drive customer satisfaction, retention, and expansion within its enterprise client base. This role involves acting as a strategic advisor to ensure clients derive measurable value, adopt new features, and grow with the platform, with a focus on key metrics like Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS). The Customer Success Manager will also contribute to shaping Customer Success processes and collaborate cross-functionally to ensure customer feedback influences company-wide improvements. This position reports to the Head of Customer Success for North America Enterprise.

Responsibilities

• Guide new clients through their onboarding journey effectively.
• Articulate the value proposition of Hack The Box and how it addresses specific business challenges for customers.
• 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 to customer satisfaction.
• Collect actionable customer feedback to inform product development.
• Identify and pursue opportunities for upselling and cross-selling to expand client accounts.

Requirements

• A solid understanding of the Software as a Service (SaaS) business model and customer success principles.
• Prior experience in a Customer Success Management role.
• Demonstrated ability to manage challenging conversations with both customers and internal leadership.
• Proficiency in cybersecurity fundamentals, including penetration testing and cyber defense techniques.
• Aptitude for handling objections and navigating sales process challenges.
• Comfort and experience in owning revenue retention metrics to foster business growth.
• Strong collaboration skills for working effectively with diverse internal stakeholders.
• Proficiency with customer success and analytics tools such as ChurnZero, HubSpot, Tableau, and Looker.
• Excellent communication and interpersonal skills, including adaptability, active listening, and assertiveness.

Perks

• 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 an employer match.
• 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.
• 25 days of annual leave.
• Home office allowance.
• Dedicated budget for training and professional development, including conference attendance.
• Provision of state-of-the-art equipment.
• Full access to Hack The Box lab offerings for personal skill development.
• A supportive and caring work environment that promotes growth, flexibility, and autonomy.
• Opportunities for continuous learning and problem-solving.
• A fun and engaging work culture, including global meet-ups.

Additional Information

The hiring process involves multiple stages: application submission, an initial meeting with the Talent Acquisition team, an interview with the hiring manager, a job-related assignment, a final conversation with senior leadership, and an offer. Hack The Box is committed to fostering a diverse, inclusive, and equitable workplace and participates in E-Verify.