Customer Success Manager

Ready to embark on the quest to join Hack The Box?

At the end of this journey, you'll become a proud member of Hack The Box, with the ultimate mission to raise cyber resilience, so that every organization can stay ahead of tomorrow’s threats.🚀🔒💻 

✨The core mission of the Customer Success Manager, DACH:

Drive engagement along the Hack The Box journey with high-profile enterprise clients, primarily within the DACH region. Execute outcomes from success criteria for some of EMEA’s largest enterprises. Become their trusted partner and assure a great user experience, leading to long-lasting relationships. (OKRs: GRR, NRR, NPS).

🏢 Location &  Work Mode:

• Remote role in Germany 
• Full-time
• Employed through an Employer of Record (EoR through Deel)

🍺 The fellowship you’ll be joining:

The team consists of experienced members of various technical and non-technical backgrounds covering a wide spectrum of industries and sectors such as Education, Gov/Federal, SMBs and Enterprise. 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, EMEA.

⚔️ Technology tools & weapons you’ll be using:

ChurnZero, HubSpot, Tableau, Slack, Gong & the 3 As (Adaptability - Active Listening - Assertiveness). HackTheBox, obviously!

📚 Interesting resources you should check:

• Customer Stories
• Meet the humans behind the screens | Working @ Hack The Box
• A glimpse into HTB’s 2025 Sales Kick Off (SKO)
• Humans of HTB: Anna’s journey into HTB customer success scaling team

🚀 The adventures that await you after becoming a Customer Success Manager at Hack The Box:

• Guiding new customers through their customer journey process efficiently
• Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins
• Designing and executing engagement plans aligned to customer objectives and measurable outcomes
• Analyzing usage data to identify trends and potential issues, often utilizing analytics tools (e.g. Tableau)
• Timely addressing of customer inquiries
• Proactively identifying and addressing risks to customer satisfaction
• Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences
• Scheduling and conducting regular check-in meetings and EBRs with customers
• Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc)
• Gathering actionable feedback from customers for product improvement
• Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge
• Identifying and capitalizing on opportunities for upselling and cross-selling

🏆 Skills, knowledge, and experience points required to unlock the role of the Customer Success Manager at Hack The Box:

• Understanding of the Software as a Service (SaaS) model and principles of customer success.
• Previous experience in a Customer Success role preferred.
• Experience supporting enterprise customers in DACH 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

🕹️ What your Hack The Box adventure will have in store:

• 🎯You'll have the exhilarating opportunity to contribute to a product that is highly appreciated by users and the cybersecurity community at large.
• 🎯 You'll experience a highly supportive and caring environment, fostering growth, flexibility, and autonomy.
• 🎯 You'll embark on an exciting journey of continuous learning and problem-solving, leveling up as our organization grows.
• 🎯 Most importantly, you'll have a blast at HTB 🥳 because fun is an essential ingredient in our recipe for success! Just wait unt