[Hiring] Customer Success, Senior Manager @Hack The Box

Role Description

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.

Qualifications

• 5+ years of experience leading enterprise customer success teams in a B2B SaaS company
• Mentoring and growth mindset, coaching your CS team to lead value-based client conversations
• Entrepreneurial spirit with a high tolerance for ambiguity and complexity
• Strong track record of partnering with Sales, Marketing, Product, and other cross-functional leaders
• Adept at being the senior voice in meaningful, data-informed Quarterly Business Review sessions with clients
• Technically savvy, with experience using the tech-stack and tool-kit of a modern SaaS Customer Success leader
• Keen to develop a strong knowledge of cybersecurity concepts, the HTB platform, and solutions

Requirements

• 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
• Empower the team to deliver excellent customer experiences that drive retention & adoption, as well as expansion & growth
• Own the rollout of important Revenue and CS-specific operating model initiatives
• 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 executing strategic growth initiatives
• Use data and analytics to identify usage & engagement patterns, continuously improving the client experience
• Build trust-based relationships with senior client stakeholders

Benefits

• 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

Company Description

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
• Headquartered in the UK, with additional offices in the US, Australia, and Greece