Enterprise Customer Success Manager — Remote (US)

Hack The Box; États-Unis; À distance; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Medical, dental & vision

401K with employer match

Life & AD&D insurance

Disability insurance

FSA

Paid parental leave

25 days annual leave

Home office allowance

Training budget

Conference access

Lab access to Hack The Box

State-of-the-art equipment

Résumé du poste

Hack The Box is seeking a Customer Success Manager to drive engagement with enterprise US clients, guiding them through the customer journey and ensuring a great user experience.

You will collaborate with Product, Sales, Support, Marketing, and leverage ChurnZero, HubSpot, Tableau to analyze usage, identify risks, and drive renewal and expansion. Regular check-ins and EBRs will be part of your cadence, with a culture of growth and autonomy.

Qualifications

• Understanding of SaaS and customer success principles.
• Experience in a Customer Success role preferred.
• Experience supporting enterprise customers in US markets is a strong plus.

Responsabilités

• Guide new customers through their customer journey process.
• Build and nurture relationships with Exec / senior stakeholders and HTB power users / admins.
• Design and execute engagement plans aligned to customer objectives and measurable outcomes.
• Analyze usage data to identify trends and potential issues, often using analytics tools (e.g. 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 experiences.
• Schedule and conduct regular check-ins and EBRs with customers.
• Maintain accurate notes on customer health in internal tools (e.g., HubSpot, ChurnZero).
• Gather actionable feedback for product improvement.
• Communicate benefits and value HTB provides to customers.
• Identify and capitalize on upsell/cross-sell opportunities.

Connaissances

SaaS knowledge

Customer success

Enterprise experience (US)

Stakeholder management

Cybersecurity basics

Negotiation

Cross-functional collaboration

Outils

ChurnZero

HubSpot

Tableau

Slack

Gong

Description du poste

Hack The Box is seeking a Customer Success Manager to drive engagement with enterprise US clients, guiding them through the customer journey and ensuring a great user experience.

You will collaborate with Product, Sales, Support, Marketing, and leverage ChurnZero, HubSpot, Tableau to analyze usage, identify risks, and drive renewal and expansion. Regular check-ins and EBRs will be part of your cadence, with a culture of growth and autonomy.