Remote Enterprise Customer Success Manager

Hack The Box; Washington (District of Columbia); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental & Vision (employee 100

Job summary

Hack The Box leads cybersecurity readiness and workforce upskilling through gamified labs and real-world scenarios. We seek a Customer Success Manager to drive engagement with enterprise US clients, partnering with Product, Sales, Support, and Marketing to deliver measurable outcomes.

You will manage customer journeys, deliver value, and coordinate cross-functional efforts to reduce churn while expanding opportunities across HTB’s security platforms.

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

• Guide new customers through their journey, ensuring efficient progress.
• Build and nurture relationships with executives and HTB admins.
• Design and execute engagement plans aligned to objectives and measurable outcomes.
• Analyze usage data to identify trends and potential issues (Tableau).
• Address customer inquiries promptly.
• Proactively identify risks to customer satisfaction and mitigate.
• Coordinate with internal teams to resolve issues and ensure seamless experiences.
• Schedule regular check-ins and business reviews with customers.
• Maintain up-to-date notes on customer health in internal tools (HubSpot, ChurnZero).
• Gather actionable feedback for product improvements and communicate benefits of HTB.

Skills

SaaS knowledge

Customer Success experience

Enterprise US experience

Executive communication

Cybersecurity basics

Objection handling

Revenue retention ownership

Stakeholder collaboration

Tools

ChurnZero

HubSpot

Tableau

Slack

Gong

Job description

Hack The Box leads cybersecurity readiness and workforce upskilling through gamified labs and real-world scenarios. We seek a Customer Success Manager to drive engagement with enterprise US clients, partnering with Product, Sales, Support, and Marketing to deliver measurable outcomes.

You will manage customer journeys, deliver value, and coordinate cross-functional efforts to reduce churn while expanding opportunities across HTB’s security platforms.