[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Hack The Box is the leading cyber readiness platform for enhancing organizational cyber resilience. They are seeking a Customer Success Manager to drive customer satisfaction, retention, and expansion with enterprise customers, ensuring they see measurable value from the platform and shaping customer success processes.

Responsibilities

• Guiding new customers through their customer journey process efficiently
• Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge
• Scheduling and conducting regular check-in meetings with customers
• Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc)
• Examining usage data to pinpoint trends, opportunities and possible concerns, frequently employing analytics tools such as Tableau or Looker
• Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins
• Timely addressing of customer inquiries
• Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences
• Proactively identifying and addressing risks to customer satisfaction
• Gathering actionable feedback from customers for product improvement
• Identifying and capitalizing on opportunities for upselling and cross-selling

Skills

• Understanding of the Software as a Service (SaaS) model and principles of customer success
• Previous experience in a Customer Success role
• 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

Benefits

• Medical, Dental & Vision (employee coverage 100% paid for by Hack The Box)
• 401K w/ employer match
• Employer-paid Life and AD&D Insurance
• Supplemental Life Insurance
• Short-term and Long-term Disability
• Healthcare and Dependent Care FSA
• Paid parental leave
• 25 annual leave days
• Home Office Allowance
• Dedicated budget for training and professional development, participation in conferences
• State-of-the-art equipment
• Full access to the Hack The Box lab offerings; so you can learn how to hack 609

Company Overview