Enterprise Cybersecurity CSM — Remote US

Hack The Box; Oregon; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental & Vision

401K with employer match

Life and AD&D Insurance

Paternity & Maternity Leave

Home Office Allowance

Training budget & conferences

State-of-the-art equipment

Full access to HTB labs

Job summary

Hack The Box is seeking a Customer Success Manager to drive engagement with enterprise clients in the US market and ensure measurable outcomes. You will partner with exec and power users, design engagement plans, monitor usage, and coordinate with internal teams to resolve issues while preserving strong relationships.

You'll join a collaborative team reporting to the Head of Customer Success, US, and leverage tools like HubSpot and Tableau in a remote, US-centric role with a competitive

Qualifications

• Understanding of the 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.

Responsibilities

• Guiding new customers through their customer journey process efficiently.
• Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) 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.

Skills

SaaS knowledge

Customer Success

Enterprise experience

Communication

Cybersecurity basics

Revenue retention

Stakeholder collaboration

Tools

ChurnZero

HubSpot

Tableau

Slack

Gong

Job description

Hack The Box is seeking a Customer Success Manager to drive engagement with enterprise clients in the US market and ensure measurable outcomes. You will partner with exec and power users, design engagement plans, monitor usage, and coordinate with internal teams to resolve issues while preserving strong relationships.

You'll join a collaborative team reporting to the Head of Customer Success, US, and leverage tools like HubSpot and Tableau in a remote, US-centric role with a competitive