- Experience
- Any
- Salary
- USD 105,000 – USD 130,000 / year
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- Work from home
- Eligibility
- This role is open to individuals with a background in Customer Success and a strong understanding of SaaS principles and cybersecurity fundamentals. Candidates should be adept at managing client relationships, handling complex discussions, and driving business growth through retention and expansion.
- 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 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 more than 800 enterprise customers, Hack The Box empowers teams and intelligent systems to strengthen cyber defenses and effectively reduce breach risk. The company has a rapidly growing international presence, with headquarters in the UK and offices in the US, Australia, and Greece.
The Role
Hack The Box is seeking a Customer Success Manager to join their team and redefine cybersecurity upskilling and readiness. This role is crucial for driving customer satisfaction, retention, and expansion within existing enterprise accounts. As a strategic advisor, you will ensure clients derive measurable value from the platform, adopt new content and features, and grow their usage. Key objectives include driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS). You will also play a key role in shaping Customer Success processes and collaborating cross-functionally to ensure customer feedback is integrated across the company.
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.
- Maintain accurate and up-to-date customer health records in 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 relationships with executive stakeholders and key user administrators.
- Address customer inquiries promptly and efficiently.
- Coordinate with internal teams to resolve customer issues and ensure a seamless experience.
- Proactively identify and mitigate risks to customer satisfaction.
- Collect actionable feedback from customers to inform product development.
- Identify and pursue opportunities for upselling and cross-selling.
Requirements
- A solid understanding of the Software as a Service (SaaS) model and 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 pentesting and cyber defense concepts.
- Experience in handling objections and navigating sales process challenges.
- Comfortable managing revenue retention metrics to foster business growth.
- Strong collaboration skills for working effectively with diverse internal stakeholders.
- Proficiency with tools such as ChurnZero, HubSpot, Tableau, Looker, Slack, and Gong.
- Essential soft skills include adaptability, active listening, and assertiveness.
Perks
- Competitive base salary of $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.
- 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 learning and development.
Eligibility
This role is open to individuals with a background in Customer Success and a strong understanding of SaaS principles and cybersecurity fundamentals. Candidates should be adept at managing client relationships, handling complex discussions, and driving business growth through retention and expansion.
Education Required
Not specified, but a strong understanding of SaaS and cybersecurity is essential.