Ready to embark on the quest of joining Hack The Box?At the end of this thrilling journey, you'll become a proud member of Hack The Box, with the ultimate mission to help redefine cybersecurity upskilling and readiness. Get ready for an exciting adventure into the world of cybersecurity! 🚀🔒💻✨The core mission of the Customer Success Manager:Drives customer satisfaction, retention, and expansion with our current enterprise customers. Serves as a strategic advisor, ensuring they’re seeing measurable value, adopting new content and features, and growing with the platform. (OKRs: GRR, NRR, NPS). You will help shape CS processes and partner cross-functionally to ensure the voice of the customer is heard across the company.🏢 Location & Work Mode:USFully Remote🍺 The fellowship you’ll be joining:The team consists of experienced members of various technical and non-technical backgrounds covering a wide spectrum of industries and sectors such as Education, Gov/Federal, SMBs and Enterprise. The team collaborates closely with Product, Sales, Support, Marketing and many more departments to accommodate customers' business needs while acting as a feedback loop for further improvement of the offered services. This position reports to the Head of Customer Success for North America Enterprise.⚔️ Technology tools & weapons you’ll be using:ChurnZero, HubSpot, Tableau, Looker, Slack, Gong & the 3 As (Adaptability - Active Listening - Assertiveness). Hack The Box, obviously!📚 Interesting resources you should check:
Customer StoriesA glimpse into HTB’s 2025 Revenue Team Kick Off (RKO)Humans of HTB: Anna’s journey into HTB customer success scaling team🚀 The adventures that await you after becoming a Customer Success Manager at Hack The Box:Guiding new customers through their customer journey process efficientlyCommunicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge.Scheduling and conducting regular check-in meetings with customersMaintaining 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 / adminsTimely addressing of customer inquiriesCoordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiencesProactively identifying and addressing risks to customer satisfactionGathering actionable feedback from customers for product improvementIdentifying and capitalizing on opportunities for upselling and cross-selling🏆 Skills, knowledge, and experience points required to unlock the role of the Customer Success Manager at Hack The Box: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🕹️ What your Hack The Box adventure will have in store:🎯You'll have the exhilarating opportunity to contribute to a product that is highly appreciated by users and the cybersecurity community at large.🎯 You'll experience a highly supportive and caring environment, fostering growth, flexibility, and autonomy.🎯 You'll embark on an exciting journey of continuous learning and problem-solving, leveling up as our organization grows.🎯 Most importantly, you'll have a blast at HTB 🥳 because fun is an essential ingredient in our recipe for success! Just wait until you see our global meet-ups!💰The gems you’ll be enjoying as a Customer Success Manager:Comp: $105,000-130,000 base salary + 20% bonus Medical, Dental & Vision (employee coverage 100% paid for by Hack The Box)401K w/ employer matchEmployer-paid Life and AD&D InsuranceSupplemental Life InsuranceShort-term and Long-term DisabilityHealthcare and Dependent Care FSAPaid parental leave25 annual leave daysHome Office AllowanceDedicated budget for training and professional development, participation in conferencesState-of-the-art equipmentFull access to the Hack The Box lab offerings; so you can learn how to hack 😉🗺️ The Quest of Becoming Hack The Box’s Customer Success Manager:Level 1: To complete level one’s objective, submit your application.Level 2: Meet the Talent Acquisition team. Level’s objective: highlight your past achievements, ambitions, and values.Level 3: Meet the hiring manager. Level’s objective: connect with the hiring manager and share with them your achievements.Level 4: Complete an assignment that aligns with day-to-day job-related tasks and responsibilities.Level 5: Congratulations! Not many reach this level 💪. Level’s objective: have a constructive, final conversation with senior leadership to explore the role and your future at HTB.Level 6: You've officially received an offer from HTB! To complete the last level and the Quest, all you need to do is accept the offer.Quest complete. Congratulations, you’re officially one of us 🥳🎉🎇Your next quest: complete the onboarding.ABOUT HACK THE BOXHack The Box is the leading cyber readiness platform for the agentic era, battle-testing and upskilling both humans and AI agents to enhance organizational cyber resilience. Trusted by the Fortune 500, government agencies, and MSSPs, the platform delivers threat-informed learning paths consisting of real-world scenarios in gamified labs and live-fire simulations that build and validate offensive and defensive cyber capabilities. With a loyal community of more than 4 million members and 800+ enterprise customers, Hack The Box empowers teams and intelligent systems alike to strengthen cyber defenses and reduce breach risk effectively. Rapidly growing its international footprint and reach, Hack The Box is headquartered in the UK, with additional offices in the US, Australia, and Greece.🚨 News & Resources: We’re incredibly proud to share that our headquarters in the UK, along with our entities in Greece and the US, have been certified as a Great Place to Work for 4 consecutive years (2023 - 2026).In addition, our Greek entity has been recognized among the Best Workplaces in Greece (4th, 2nd, 3rd, 1st) and Europe (7th, 10th, 73rd) during this period — a testament to our strong culture and commitment to creating an exceptional employee experience!
