[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.ResponsibilitiesGuiding new customers through their customer journey process efficientlyCommunicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challengeScheduling 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 LookerBuilding 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-sellingSkillsUnderstanding of the Software as a Service (SaaS) model and principles of customer successPrevious experience in a Customer Success roleAbility to navigate difficult conversations with customers and internal leadershipProficiency in cybersecurity fundamentals, including pentesting and cyberdefense skillsSkilled in handling objections and overcoming challenges in the sales processComfortable owning Revenue Retention Metrics to drive business growthAbility to collaborate effectively with multiple internal stakeholdersBenefitsMedical, 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 609Company OverviewThe leading cyber readiness platform for the agentic era, battle-testing and upskilling both humans and AI agents. It was founded in 2017, and is headquartered in Folkestone, Kent, GBR, with a workforce of 201-500 employees. Its website is https://www.hackthebox.com.