Customer Success Manager

Hack The Box

18d•$90,000 - $130,000•Remote

About The Position

Hack The Box is hiring a remote, full-time Customer Success Manager based on the US East Coast. The role focuses on driving engagement and delivering measurable outcomes for high-profile enterprise customers, primarily in the US. The Customer Success Manager serves as a trusted partner to customer stakeholders and users, supporting a positive user experience and long-term relationships. Success is measured by gross revenue retention (GRR), net revenue retention (NRR), and net promoter score (NPS). The role works closely with Product, Sales, Support, Marketing, and other teams to meet customers’ business needs and share customer feedback for service improvement. It reports to the Head of Customer Success, US. The position uses ChurnZero, HubSpot, Tableau, Slack, Gong, and Hack The Box’s platform. Hack The Box describes itself as a cyber readiness platform serving more than 4 million community members and over 800 enterprise customers. Its platform provides gamified labs, real-world scenarios, and live-fire simulations to develop and validate offensive and defensive cyber capabilities.

Requirements

Understand the Software as a Service (SaaS) model and customer success principles.
Be able to navigate difficult conversations with customers and internal leadership.
Have proficiency in cybersecurity fundamentals, including penetration testing and cyber defense skills.
Be skilled in handling objections and overcoming challenges in the sales process.
Be comfortable owning revenue retention metrics to drive business growth.
Collaborate effectively with multiple internal stakeholders.

Nice To Haves

Previous experience in a Customer Success role is preferred.
Experience supporting enterprise customers in US markets is a strong plus.

Responsibilities

Guide new customers through their customer journey.
Build and nurture trusted relationships with executive and senior stakeholders, buyers, power users, and administrators.
Design and execute engagement plans aligned with customer objectives and measurable outcomes.
Analyze usage data to identify trends and potential issues, including through analytics tools such as Tableau.
Address customer inquiries in a timely manner.
Proactively identify and address risks to customer satisfaction.
Coordinate with internal teams to resolve customer issues and ensure seamless customer experiences.
Schedule and conduct regular customer check-in meetings and executive business reviews (EBRs).
Maintain accurate, up-to-date customer health notes in internal tools such as HubSpot and ChurnZero.
Gather actionable customer feedback to support product improvement.
Communicate the benefits customers gain from using Hack The Box and how its offerings address business challenges.
Identify and pursue upselling and cross-selling opportunities.
Own revenue retention metrics and contribute to customer success outcomes, including GRR, NRR, and NPS.

Benefits

Medical, dental, and vision coverage, with employee coverage 100% paid by Hack The Box.
401(k) with employer match.
Employer-paid life and AD&D insurance.
Supplemental life insurance.
Short-term and long-term disability coverage.
Healthcare and dependent care flexible spending accounts (FSA).
Paid paternity and maternity leave.
25 annual leave days.
Home office allowance.
Dedicated budget for training and professional development, including conference participation.
State-of-the-art equipment.
Full access to Hack The Box lab offerings.
Annual compensation of USD 90,000–120,000 gross, plus a 20% bonus.
Supportive environment fostering growth, flexibility, and autonomy.
Opportunity for continuous learning and problem-solving.
Global meet-ups.