Customer Success Manager, SMB

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 our Customer Success Manager, you will play a critical role in scaling our operations and driving success for our small and medium-sized business (SMB) customers. You will leverage a scaled, digital-touch customer success model to manage a pooled portfolio of accounts, ensuring they achieve maximum value from our platform. By combining automated processes with proactive touchpoints, you will drive product adoption, customer satisfaction, and long-term retention in a fast-paced, high-growth environment. ## **What you’ll do** - Manage a pooled portfolio of SMB accounts through scaled, digital-touch strategies and automated processes - Drive customer adoption, satisfaction, and long-term retention through proactive touchpoints and data-driven insights - Support customers with onboarding and training, ensuring they see immediate value from the Hoxhunt platform - Identify and execute on upselling and cross-selling opportunities to grow account ARR - Continuously improve and develop our scaled customer success processes to elevate the customer experience - Collaborate closely with a shared pool of Customer Success Managers to collectively address customer needs and ensure seamless support ## **What we're looking for** - 1 to 2 years of professional experience in customer success, account management, implementation, or project management within a fast-growing SaaS company - A deep fascination with data and the proven ability to use data to support your decisions and define necessary actions - Excellent prioritization skills and a disciplined approach to managing project timelines while always putting the customer first - A strong interest in technology and the confidence to master new technical tools quickly - A passionate, solution-oriented mindset with the courage to improve and develop processes when needed ## **Bonus points if you also:** - Bring proven experience and results in upselling and cross-selling - Have previous experience onboarding or training customers at scale - Bring background experience from the cybersecurity industry or early-stage SaaS startups ## **What success looks like** - In your first 3 months you will: Master the Hoxhunt platform, understand our scaled SMB customer journey, begin managing digital touchpoints within the pooled account model, and build strong relationships with your Customer Success team members. - By month 6 you will: Confidently manage proactive and reactive customer engagements, utilize data to define necessary actions for account health, successfully drive adoption and retention metrics, and actively identify opportunities for process improvements and account expansion. ## **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 $80,000 to $90,000 USD, with on-target-earnings (OTE) of $100,000 to $112,000 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!*