[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Hack The Box is the leading cyber readiness platform for enhancing organizational cyber resilience. They are seeking a Customer Success Manager to drive customer satisfaction, retention, and expansion with enterprise customers, ensuring they see measurable value from the platform and shaping customer success processes.
Responsibilities
- Guiding new customers through their customer journey process efficiently
- Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge
- Scheduling and conducting regular check-in meetings with customers
- Maintaining 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 / admins
- Timely addressing of customer inquiries
- Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences
- Proactively identifying and addressing risks to customer satisfaction
- Gathering actionable feedback from customers for product improvement
- Identifying and capitalizing on opportunities for upselling and cross-selling
Skills
- 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
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 parental 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; so you can learn how to hack 609
Company Overview