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 until you see our global meet-ups!

💰The gems you'll be enjoying as a Customer Success Manager:

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

• Full access to the Hack The Box lab offerings; so you can learn how to hack 😉
• State-of-the-art equipment

🗺️ The Quest of Becoming Hack The Box's Customer Success Manager

• Level 1: To complete level one's objective, submit your application.
• Level 2: Meet the Talent Acquisition team. Level's objective: highlight your past achievements, ambitions, and values
• Level 3: Meet the hiring team. Level's objective: connect with the hiring team and share with them your achievements.
• Level 4: Role play / Present your New Customer Onboarding approach and have a conversation about it
• Level 5: Congratulations! Not many reach this level 💪. Level's objective: have a constructive, final conversation with senior leadership to explore the role and your future at HTB.
• Level 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.
• Quest complete. Congratulations, you're officially one of us 🥳🎉🎇Your next quest: complete the onboarding.

ABOUT HACK THE BOX

Hack The Box (HTB) is the cybersecurity upskilling and talent development platform trusted by individuals, enterprises, and government agencies to sharpen offensive and defensive capabilities. Powered by a vibrant global community and hands‑on, real‑world training, HTB helps security teams practice like attackers, validate skills continuously, and move faster against emerging threats. We’re scaling rapidly across the enterprise market—especially in Financial Services, MSSPs, and Technology—and we’re just getting started.

If you’re excited to turn technical depth into crisp stories, to shape a category, and to fuel measurable growth in a fast, collaborative environment—come build with us.

🚨 Exciting News:

• Get the most important updates on HTB’s latest year!
• We are super proud to share that Hack The Box’s entities in the US, the UK & Greece have been certified as a Great Place to Work (2024-2026).
• Furthermore, Hack The Box’s Greek entity has been listed by the Great Place to Work Institute in the Top 5 of Best Workplaces for three consecutive years (4nd, 2nd, 3rd)
• On the European level, the Greek entity has been listed as Best Workplace in Europe for three consecutive years
• Take 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.

At 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.