Customer Success Manager

🔥 0 minutes ago

🦌 Connecticut, Florida, +4 more states – Remote

🦌 Connecticut – Remote 🐊 Florida – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🔔 Pennsylvania – Remote

💵 $105k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Hack The Box

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🔒 Cybersecurity

📚 Education

🎮 Gaming

Cybersecurity • Education • Gaming

Hack The Box is a cutting-edge online platform that provides cybersecurity education and training through gamified experiences. It offers a wide range of services including hands-on labs, cybersecurity competitions, and industry-recognized certifications, catering to individuals, professional teams, schools, and enterprises. The platform is designed to help users develop and enhance their skills in offensive and defensive security, equipping them to tackle real-world cyber threats. Hack The Box is widely used for team assessments and skill benchmarking across various industries, and hosts engaging events such as capture-the-flag competitions to facilitate interactive learning.

📋 Description

• Drives customer satisfaction, retention, and expansion with our current enterprise customers. • Serves as a strategic advisor, ensuring they’re seeing measurable value, adopting new content and features, and growing with the platform. • Partner cross-functionally to ensure the voice of the customer is heard across the company. • Guiding new customers through their customer journey process efficiently. • Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge. • Scheduling and conducting regular check-in meetings with customers. • Maintaining 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 Looker. • Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins. • Timely addressing of customer inquiries. • Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences. • Proactively identifying and addressing risks to customer satisfaction. • Gathering actionable feedback from customers for product improvement. • Identifying and capitalizing on opportunities for upselling and cross-selling.

🎯 Requirements

• Understanding of the Software as a Service (SaaS) model and principles of customer success. • Previous experience in a Customer Success role. • 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

🏖️ Benefits

• 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 parental 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 😉