{"id":3171646,"url":"https://alion.io/job/hack-the-box-customer-success-manager","title":"Customer Success Manager","company":{"id":16242,"name":"Hack The Box","domain":"hackthebox.com","url":"https://alion.io/company/hackthebox","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":93,"open_postings":10,"ghost_share":0,"stale_share":0.1,"repost_share":0,"time_to_fill_p50_days":70,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"HubSpot","optional":false},{"name":"Slack","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-23T18:45:31Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-30T11:51:52Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Ready to embark on the quest of joining Hack The Box?\nAt the end of this thrilling journey, you'll become a proud member of Hack The Box, with the ultimate mission to help redefine cybersecurity expertise. Get ready for an exciting adventure into the world of cybersecurity!\nThe core mission of the Customer Success Manager:\nDrive engagement along the Hack The Box journey with high profile enterprise clients, primarily within the US market. Execute outcomes from success criteria for some of US’s largest enterprises. Become their trusted partner and assure a great user experience leading to long lasting relationships. (OKRs: GRR, NRR, NPS)\nLocation & Work Mode:\nFull-time role\nRemote role\nEast Coast \nThe fellowship you’ll be joining:\nThe team consists of experienced members of various technical and non-technical backgrounds covering a wide spectrum of industries. The team collaborates closely with Product, Sales, Support, Marketing and many more departments to accommodate customers' business needs while acting as a feedback loop for further improvement of the offered services. This position reports to the Head of Customer Success, US.\nTechnology tools & weapons you’ll be using:\nChurnZero, HubSpot, Tableau, Slack, Gong & the 3 As (Adaptability - Active Listening - Assertiveness). HackTheBox, obviously!\nInteresting resources you should check:\nCustomer Stories\nMeet the humans behind the screens | Working @ Hack The Box\n A glimpse into HTB’s 2025 Sales Kick Off (SKO)\n Humans of HTB: Anna’s journey into HTB customer success scaling team\nThe adventures that await you after becoming a Customer Success Manager at Hack The Box:\nGuiding new customers through their customer journey process efficiently\nBuilding and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins\nDesigning and executing engagement plans aligned to customer objectives and measurable outcomes\nAnalyzing usage data to identify trends and potential issues, often utilizing analytics tools (e.g. Tableau)\nTimely addressing of customer inquiries\nProactively identifying and addressing risks to customer satisfaction\nCoordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences\nScheduling and conducting regular check-in meetings and EBRs with customers\nMaintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc)\nGathering actionable feedback from customers for product improvement\nCommunicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge\nIdentifying and capitalizing on opportunities for upselling and cross-selling\nSkills, knowledge, and experience points required to unlock the role of the Customer Success Manager at Hack The Box:\nUnderstanding of the Software as a Service (SaaS) model and principles of customer success.\nPrevious experience in a Customer Success role preferred.\nExperience supporting enterprise customers in US markets is a strong plus\nAbility to navigate difficult conversations with customers and internal leadership.\nProficiency in cybersecurity fundamentals, including pentesting and cyberdefense skills.\nSkilled in handling objections and overcoming challenges in the sales process\nComfortable owning Revenue Retention Metrics to drive business growth.\nAbility to collaborate effectively with multiple internal stakeholders\nWhat your Hack The Box adventure will have in store:\nYou'll have the exhilarating opportunity to contribute to a product that is highly appreciated by users and the cybersecurity community at large.\n You'll experience a highly supportive and caring environment, fostering growth, flexibility, and autonomy.\n You'll embark on an exciting journey of continuous learning and problem-solving, leveling up as our organization grows.\n Most importantly, you'll have a blast at HTB because fun is an essential ingredient in our recipe for success! Just wait until you see our global meet-ups!\nWe also have other benefits that will keep you happy:\nCompensation: USD 90,000-120,000 Gross Annual +20% bonus\nMedical, Dental & Vision (employee coverage 100% paid for by Hack The Box)\n401K w/ employer match\nEmployer-paid Life and AD&D Insurance \nSupplemental Life Insurance\nShort-term and Long-term Disability\nHealthcare and Dependent Care FSA\nPaid paternity & maternity leave\n25 annual leave days\nHome Office Allowance\nDedicated budget for training and professional development, participation in conferences\nState-of-the-art equipment\nFull access to the Hack The Box lab offerings; so you can learn how to hack \nThe Quest of Becoming Hack The Box’s CS Manager at HTB:\nLevel 1 - Apply: Submit your application. Tell us why this role excites you and what you’d bring.\nLevel 2 - Talent Screen: A conversation with our Talent Acquisition team to explore your background and ambitions.\nLevel 3 - Chat with Jamie: A relaxed conversation with your future manager. Think of it as a mutual vibe check.\nLevel 4 - Practical Task and Panel Presentation: A real-world scenario that lets you show how you’d approach product management with your unique perspective. You’ll present your work to a panel of the team - no trick questions, no gotchas, just a chance to show us how you think and tell a story.\nLevel 5 - Congratulations! Not many reach this level . Level’s objective: have a constructive, final conversation with senior leadership (SVP, CS) to explore the role and your future at HTB. \nLevel 6 - You've officially received an offer from HTB! To complete the last level and the Quest, all you need to do is accept the offer. \nQuest complete. Congratulations, you’re officially one of us Your next quest: complete the onboarding.\nHack Your Career, Today. Join us in this epic adventure of cybersecurity at Hack The Box!\nAt Hack The Box, we are on a quest to find the most exceptional and enthusiastic talent to join our team. Whether or not you consider yourself a gamer, we value what makes you unique and want to know more about you. This job post provides just a glimpse of the incredible gamified experience our business and consumer customers enjoy through our platforms. So, if you're ready to embark on a journey of disruption, growth, and adventure, we can't wait to meet you!\nABOUT HACK THE BOX\nHack The Box is the leading cyber readiness platform for the agentic era, battle-testing and upskilling both humans and AI agents to enhance organizational cyber resilience. Trusted by the Fortune 500, government agencies, and MSSPs, the platform delivers threat-informed learning paths consisting of real-world scenarios in gamified labs and live-fire simulations that build and validate offensive and defensive cyber capabilities. With a loyal community of more than 4 million members and 800+ enterprise customers, Hack The Box empowers teams and intelligent systems alike to strengthen cyber defenses and reduce breach risk effectively.\nRapidly growing its international footprint and reach, Hack The Box is headquartered in the UK, with additional offices in the US, Australia, and Greece.\nNews & Resources:\nWe’re incredibly proud to share that our headquarters in the UK, along with our entities in Greece and the US, have been certified as a Great Place to Work for 4 consecutive years (2023 - 2026). \nIn addition, our Greek entity has been recognized among the Best Workplaces in Greece (4th, 2nd, 3rd, 1st) and Europe (7th, 10th, 73rd) during this period - a testament to our strong culture and commitment to creating an exceptional employee experience!\nTake a sneak peek at how it is to be part of HTB. Get more insights about our HTB culture and employee experience by visiting the “about us ” section of our site, our career site, and Glassdoor.\nAt Hack The Box, we are committed to fostering a diverse, inclusive, and equitable workplace. We believe that diversity enriches our performance, services, and the communities we serve. As such, we ensure that all job applications are considered solely based on merit, skills, and qualifications. We do not discriminate on grounds of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are dedicated to providing a fair and respectful work environment that reflects our values.\nHack The Box participates in E-Verify. 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