[Hiring] Head of Customer Success @Hack The Box

Role Description

As the Head of CS, EMEA and APAC, your mission is to lead and empower a team of Customer Success Associates and Managers in the EMEA and APAC regions, 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 EMEA and APAC regions.
• Participate actively in the Customer Success leadership team, contributing vision & strategy, planning, and execution.
• Full ownership of strategy and rollout of important Revenue and CS-specific operating model initiatives.
• Work with leaders in other functions to execute cross-functional and CS operating model initiatives.
• Closely partner with the EMEA and APAC Sales Leadership team on managing the business and executing strategic growth initiatives.
• Use data and analytics to identify usage & engagement patterns, and continuously improve the client experience.
• Build trust-based relationships with senior client stakeholders.

Benefits

• Private health care.
• Paid parental leave (4 weeks).
• 25 annual leave days.
• Free lunch & snacks at the office.
• 120€ Ticket Restaurant by Edenred.
• Dedicated budget for training and professional development, participation in conferences.
• Full access to the Hack The Box lab offerings.
• State-of-the-art equipment (mac, iPhone, and mobile plan).
• Flexible WFH (Hybrid Model) - Fully Remote is also an option if you're not an Attica resident.
• Annual childcare allowance to support daycare expenses for parents.
• Access to on-site gym and a variety of group activities, including Cross Training, Pilates, Boxing, and Climbing.