Customer Success Manager, Mid-Market

Job description

## **Our mission and why it matters** We are on a mission to make humans the strongest security layer. Human risk remains one of the biggest vulnerabilities and traditional awareness training is not enough. We take a different approach by combining AI-driven personalization, real threat detection, and behavioral science to actively protect people and organizations. We don't just simulate risks. We build the tools that detect and stop them. ## **About this role** At Hoxhunt, we transform human behavior into a powerful layer of cyber defense. As a Customer Success Manager in our Mid-Market segment, you will be at the center of this mission. You will partner closely with security leaders, guiding them to build effective programs that protect thousands of employees and deliver measurable business outcomes. ## **What you’ll do** You will be the strategic partner your customers rely on to get the most out of Hoxhunt. In mid-market, this means guiding companies typically between 1,000 and 3,500 employees. Some will look to you for best practices, others will need your help demonstrating value to their leadership teams. In every case you will guide them to unlock results that matter, while building strong and lasting relationships. You will thrive here if you enjoy freedom paired with responsibility. Many things are still being defined, which gives you the opportunity to shape how Customer Success is done in a growing scale-up. You will experiment, define, and refine playbooks that make your customers successful while helping our team raise the bar together. ## **What we're looking for** - 4+ years of direct Customer Success experience in SaaS - A proven track record of meeting or exceeding renewal, upsell, and cross-sell targets - Strong prioritization and project management skills with a customer-first mindset, delivering on deadlines while exceeding goals - Confidence in building trust and developing long-term customer relationships at multiple levels of an organization - Interest in technology and confidence in adopting and using new tools in your daily work - A data-driven approach to decision-making, using insights to define clear actions and improvements - Passion for learning and a solution-oriented mindset - Courage to improve and develop processes when needed - Curiosity, drive, and the ability to work both independently and as part of a team ## **What success looks like** - Take full ownership of customer relationships and guide them toward meaningful outcomes with Hoxhunt - Act as a trusted advisor to security leaders and program owners, helping them design, run, and grow their security awareness programs - Partner with stakeholders across security, compliance, and HR to embed Hoxhunt into their broader initiatives - Lead renewal discussions, identify expansion opportunities, and ensure long-term satisfaction - Share insights on the evolving threat landscape and show how Hoxhunt strengthens organizational resilience - Work through ambiguity and help define what good looks like, whether in success metrics, pricing discussions, or new processes - Collaborate with your peers in Customer Success to share learnings, shape best practices, and contribute to our team culture ## **Who you’ll work with** At Hoxhunt, we don't just build software. We build behavior change on a global scale. With a world-class product and over 50% year-on-year growth, we're helping companies around the world create a culture of cybersecurity, one employee at a time. You will join a dynamic and highly collaborative US Customer Success team based in our Minneapolis hub. You will work closely with a shared pool of CSMs, Sales, and Support teams to collectively ensure our SMB customers thrive. Your colleagues are passionate, data-driven, and embody a succeed together mindset, where we actively support each other and celebrate shared wins. ## **What you can expect from us** - **Compensation:** Base salary of $95,000 to $105,000 USD, with on-target-earnings (OTE) of $118,000 to $131,000 USD depending on your experience. - You may notice varying salary ranges for roles with similar titles across Hoxhunt; this is because each range is grounded in our role leveling and reflects the seniority, scope, and impact expectations required for that specific role and team, and we operate with a low hierarchy. - **Working ways:** We work in a flexible, hybrid work setting. Most roles include regular in-office time, typically two to three days per week. - **High performance meets high humanity:** We bring an incredibly driven, high-impact energy to our work, but we leave our egos at the door. You will be surrounded by wildly talented, dedicated colleagues in an environment built on extreme kindness, support, and psychological safety. - **Authentic trust and autonomy:** We hire great people and trust them to do great work. You will find a culture free of micromanagement, giving you the autonomy to take real ownership, drive impact, and shape things early on. - **A product you can be proud of:** It is incredibly rare in cybersecurity to build a multi-award-winning product that end-users genuinely love. You will join a team making a real, measurable impact against cybercrime. - **The perks that matter:** Alongside this amazing community, you will enjoy a comprehensive benefits package including medical, dental, and vision coverage (with a portion of premiums covered by the company), life insurance, PTO, 11 paid holidays plus 2 floating holidays, wellness benefits, paid parental leave, a 401(k) match, and more. Plus, you will get to collaborate from our wonderful office in Minneapolis! **Recruitment Process** Our recruitment process is as follows: 1. Initial virtual interview with Talent Acquisition (30 min, remote) 2. Virtual interview with the Hiring Manager (45 min, remote) 3. Final panel interview at our office in Edina, MN (1 hour, onsite) 4. Offer 5. References & Background Check ## **About Hoxhunt** Hoxhunt was founded in 2016 by four visionaries. Today we are a global team of +270 amazing Hoxhunters advancing a truly AI-native category leader in human risk management, with key hubs in the United States, the United Kingdom, Singapore, and Finland. We are proud to be an award-winning, fast-growing software company, recognized by G2 and Gartner, named to TIME Magazine's list of the World's Top EdTech Companies, and featured for our innovation in major publications like Fast Company, TechCrunch, Forbes, and Inc. As a multi-product company, Hoxhunt goes beyond traditional security awareness. We don't just educate employees through frequent, personalized, and behavior-changing cybersecurity training - we also actively build real threat intelligence and response tools that protect organizations against malicious cyberattacks every single day. *Be among the first to know about our open positions. Drop your details in our Talent Community, and we will reach out when there is a match!*