Customer Success Manager

The core mission of the Customer Success Manager: Drive engagement along the Hack The Box journey with high profile enterprise clients, primarily within the US market. Execute outcomes from success criteria for some of US's largest enterprises. Become their trusted partner and assure a great user experience leading to long lasting relationships. (OKRs: GRR, NRR, NPS)

Responsibilities

Guiding new customers through their customer journey process efficiently; Building and nurturing relationships of trust with Exec / senior stakeholders and HTB power users / admins; Designing and executing engagement plans aligned to customer objectives and measurable outcomes; Analyzing usage data to identify trends and potential issues, often utilizing analytics tools (e.g. Tableau); Timely addressing of customer inquiries; Proactively identifying and addressing risks to customer satisfaction; Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences; Scheduling and conducting regular check-in meetings and EBRs with customers; Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc); Gathering actionable feedback from customers for product improvement; Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge; Identifying and capitalizing on opportunities for upselling and cross-selling

Requirements

Understanding of the Software as a Service (SaaS) model and principles of customer success; 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

Nice to have

Previous experience in a Customer Success role; Experience supporting enterprise customers in US markets

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 paternity & maternity 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; 20% bonus