Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage with high-profile enterprise clients throughout the Hack The Box customer journey, mainly focusing on the US market.

• Implement success criteria and desired outcomes for significant US enterprises.

• Establish yourself as a reliable partner and ensure an outstanding user experience that fosters long-term relationships.

• Assist new customers in navigating their customer journey effectively.

• Develop and maintain relationships with executive and senior stakeholders, buyers, power users, and administrators.

• Create and execute engagement strategies that align with customer objectives and deliver measurable results.

• Analyze usage data to spot trends and potential issues, frequently utilizing Tableau.

• Respond to customer inquiries promptly.

• Proactively recognize and mitigate risks to customer satisfaction.

• Collaborate with internal teams to resolve customer issues and provide seamless experiences.

• Organize and conduct regular check-ins and executive business reviews.

• Keep precise and current customer health notes in HubSpot, ChurnZero, and other relevant tools.

• Collect actionable customer feedback for product enhancement.

• Articulate the benefits of Hack The Box and how it addresses various business challenges.

• Identify and leverage upselling and cross-selling opportunities.

• Work in partnership with Product, Sales, Support, Marketing, and additional departments.

• Report directly to the Head of Customer Success, US.

⛳️ Requirements

• Familiarity with the Software as a Service (SaaS) model and the principles of customer success.

• Previous experience in a Customer Success role is preferred.

• Strong experience supporting enterprise clients in the US market is a significant advantage.

• Ability to navigate challenging conversations with both customers and internal leadership.

• Proficient in cybersecurity fundamentals, including penetration testing and cyber defense skills.

• Capable of handling objections and overcoming challenges during the sales process.

• Comfortable taking ownership of Revenue Retention Metrics to drive business growth.

• Ability to collaborate efficiently with various internal stakeholders.

• Located on the East Coast.

• Available for full-time work.

🏝️ Benefits

• 20% bonus

• Medical, Dental & Vision coverage (100% paid for by Hack The Box for employees)

• 401K with employer match

• Employer-funded Life and AD&D Insurance

• Supplemental Life Insurance

• Short-term and Long-term Disability coverage

• Healthcare and Dependent Care Flexible Spending Accounts (FSA)

• Paid maternity and paternity leave

• 25 annual leave days

• Home Office Allowance

• Dedicated budget for training and professional development, including participation in conferences

• Access to state-of-the-art equipment

• Complete access to Hack The Box lab offerings for hands-on learning

• Supportive and nurturing environment that promotes growth, flexibility, and autonomy

• Opportunities for continuous learning and problem-solving

• Global meet-ups