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. We aim 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. Headquartered in the UK, we have a growing international presence with 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 our enterprise client base. This strategic advisor ensures clients achieve measurable value, adopt new content and features, and grow with the platform, focusing on key objectives like 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 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 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 feedback from customers 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) model and core 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 concepts.
• Aptitude for handling objections and navigating sales process challenges.
• Comfort and experience in owning Revenue Retention Metrics to foster business growth.
• Strong collaboration skills, with the ability to work 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

• 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 paid 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 continuous learning.
• A supportive and caring work environment that encourages growth, flexibility, and autonomy.
• Opportunities for continuous learning and problem-solving.
• A fun and engaging work culture, including global meet-ups.

Additional Information

Hack The Box is committed to fostering a diverse, inclusive, and equitable workplace. All applications are evaluated based on merit, skills, and qualifications, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are dedicated to providing a fair and respectful work environment. Hack The Box participates in E-Verify.

The hiring process involves multiple levels: application submission, interviews with the Talent Acquisition team and hiring manager, a job-related assignment, and a final conversation with senior leadership.