Customer Success, Senior Manager

Ready to embark on the quest of joining Hack The Box?

At 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! 🚀🔒💻

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

As the Senior Manager, US, your mission is to lead and empower a team of Customer Success Associates and Managers in the US, fostering excellence in customer experiences that drive retention, adoption, expansion, and growth. You aim to take full ownership of key CS operating model initiatives, collaborate cross-functionally, and leverage data to continuously improve client experiences, while building trust-based relationships with senior client stakeholders.

Your active participation in the Customer Success leadership team contributes to the vision, strategy, planning, and execution, ensuring strategic growth and the success of your customers.

🏢 Location &  Work Mode:

• Location: US
• Fully remote
• Full-time role 

🍺 The fellowship you’ll be joining:

As the Senior Manager, Customer Success, you will report to the Head of CS, NORAM and Fed and work closely with a diverse range of stakeholders, including your team of Customer Success Associates and Managers, as well as leaders in Sales, Product, Engineering, RevOps, Finance, and Marketing. You are required to partner with US Sales Leadership on managing the region, on brainstorming and executing strategic growth initiatives, and building trust-based relationships with senior client stakeholders.

⚔️ 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
• Humans of HTB: Anna’s journey into HTB customer success scaling team

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

• Own and drive the regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) metrics
• Recruit, manage & coach a team of Customer Success Associates and Customer Success Managers in the US, and empower them to deliver excellent customer experiences that drive retention & adoption, as well as expansion & growth.
• Have a tremendous direct impact on growing our US CS team, building our culture, evolving the way we make our customers successful, and helping HTB grow.
• Own the rollout of important Revenue and CS-specific operating model initiatives, such as updated HTB messaging, new pricing, Tiered Customer Engagement Framework, career leveling framework, account health scoring, digital success motions, etc.
• Work with leaders in other functions (Sales, Product, Engineering, RevOps, Finance, Marketing, etc) to execute cross-functional and CS operating model initiatives.
• Closely partner with the US Sales Leadership team on managing the business and on executing strategic growth initiatives.
• Use data and analytics to identify usage & engagement patterns, and continuously improve the client experience for the accounts that your CS team manages.
• As a customer-facing leader, build trust-based relationships with senior client stakeholders.

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

• You’ll have 5+ of experience leading enterprise customer success teams in a B2B SaaS company
• You have a mentoring and growth mindset, coaching your CS team to lead value-based client conversations, empowering them to succeed, and providing feedback for their development.
• You’ll have an entrepreneurial spirit with a high tolerance for ambiguity and complexity. Ability to be efficient with limited resources, and identify internal process gaps that you can help evolve and fix as HTB scales.
• Strong track record of partnering with Sales, Marketing, Product, and other cross-functional leaders and stakeholders to deliver results.
• You’re adept at being the senior voice in meaningful, data-informed Quarterly Business Review sessions with our clients.
• You’re technically savvy, with experience using the tech-stack and tool-kit of a modern SaaS Customer Success leader. You’re also keen to develop a strong knowledge of cybersecurity concepts, the HTB platform and solutions.

🕹️ 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 the Customer Success, Senior Manager:

• Compensation: USD 120,000-170,000 + 20% performance bonus
• Medical, Dental & Vision (employee coverage 100% paid for by Hack The Box)
• 401K w/ employer match
• Employer-paid Life and AD&D Insurance
• Supplemental Life Insurance
• Short-term and Long-term Disability
• Healthcare and Dependent Care FSA
• Paid paternity & maternity leave
• 25 annual leave days
• Home Office Allowance
• Dedicated budget for training and professional development, participation in conferences
• State-of-the-art equipment
• Full access to the Hack The Box lab offerings; so you can learn how to hack 😉

🗺️ The Quest of Becoming Hack The Box’s Customer Success, Senior 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 manager. Level’s objective: connect with the hiring manager and share with them your achievements. 
• Level 4: Complete an assignment that aligns with day-to-day job-related tasks and responsibilities.
• 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.

Hack Your Career, Today. Join us in this epic adventure of cybersecurity at Hack The Box! 🚀🔒💻

At 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!

ABOUT HACK THE BOX

Hack 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. 

Rapidly growing its international footprint and reach, Hack The Box is headquartered in the UK, with additional offices in the US, Australia, and Greece.

🚨 News & Resources: 

• We’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). 
• In 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!

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.

Hack The Box participates in E-Verify. For more information, please click here and here.