Customer Success Manager

Hack The Box

. Drive engagement throughout the Hack The Box customer journey with high-profile enterprise clients, primarily in the US market.

Posted 10/24/2026full-timeRemote • United StatesMid-LevelSenior💰 $90,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success within the SaaS model, focusing on building relationships with enterprise clients and driving engagement through effective communication and collaboration. Proficient in analyzing customer data to enhance user experience and identify growth opportunities.

Highest-signal resume keywords

Customer Success ExperienceSaaS Model UnderstandingCybersecurity FundamentalsRevenue Retention Metrics OwnershipEnterprise Customer Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

PentestingCyberdefenseData AnalysisEngagement Plan DesignCustomer Journey Mapping

Soft Skills

Relationship BuildingEffective CommunicationProblem SolvingObjection HandlingCollaboration

Tools & Technologies

TableauHubSpotChurnZero

Industry Keywords

Customer EngagementUser ExperienceUpsellingCross-SellingCustomer Health Monitoring

Tech Stack

Tools & technologies

Cyber SecurityTableau

About the role

Key responsibilities & impact

Drive engagement throughout the Hack The Box customer journey with high-profile enterprise clients, primarily in the US market.
Execute success criteria and outcomes for major US enterprises.
Become a trusted partner and assure an excellent user experience that leads to long-lasting relationships.
Guide new customers through their customer journey process.
Build and nurture 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, often using 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 check-in meetings and executive business reviews.
Maintain accurate, up-to-date customer health notes in HubSpot, ChurnZero, and related tools.
Gather actionable customer feedback for product improvement.
Communicate the benefits of Hack The Box and how it addresses business challenges.
Identify and capitalize on upselling and cross-selling opportunities.
Collaborate with Product, Sales, Support, Marketing, and other departments.
Report to the Head of Customer Success, US.

Requirements

What you’ll need

Understanding of the Software as a Service (SaaS) model and principles of customer success.
Previous experience in a Customer Success role preferred.
Experience supporting enterprise customers in US markets is a strong plus.
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.
East Coast location.
Full-time availability.

Benefits

Comp & perks

20% bonus
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; so you can learn how to hack
Supportive and caring environment, fostering growth, flexibility, and autonomy
Continuous learning and problem-solving opportunities
Global meet-ups