Customer Success Manager

Hack The Box

Customer Success Manager ensuring customer satisfaction and retention in cybersecurity for Hack The Box. Managing relationships and driving business growth while utilizing various technology tools.

Posted 6/10/2026full-timeRemote • Connecticut, Florida, New Jersey, New York, North Carolina, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $105,000 - $130,000 per yearWebsite

Tech Stack

Tools & technologies

Cyber SecurityTableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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 😉

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer successSaaScybersecurity fundamentalspentestingcyberdefenseanalytics toolsTableauLookerrevenue retention metrics

Soft Skills

customer satisfactionrelationship buildingcommunicationproblem solvingcollaborationstrategic advisingnavigating difficult conversationshandling objectionsproactive identification of risks