Digital Customer Success 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 cybersecurity professionals and organizations enhance their cyber-attack readiness. Get ready for an exciting adventure into the world of cybersecurity!

The mission of this role is to design and implement scalable digital experiences—such as onboarding flows, tutorials, and automated messaging that guide hundreds of customers through activation, product adoption, and renewal processes. By focusing on systems, content, and data‑driven insights, this position aims to scale customer success efforts while maintaining high quality, directly influencing customer retention and growth.

Location & Work Mode:
Full-time employment. 2 options: UK (fully remote) or Athens, Greece (hybrid).

• 10% relocation bonus on the annual salary to support your relocation to Athens, Greece.
• 50% tax reduction on your income as part of the relocation.
• Accommodation support during the first few weeks.

This Digital CS Manager collaborates with Product, Product Marketing, Growth Marketing, Analytics, and Rev Ops to develop scalable success initiatives and improve product offerings. Additionally, it partners with Support to produce educational content and works closely with Sales and the Renewals team to flag important account signals, such as expansion opportunities or renewal risks.

• Customer Success & CRM:
  Churn Zero and Hub Spot.
• Data & Analytics:
  Tableau and Looker, which are used to analyze usage patterns and build dashboards.

• Customer Stories Meet the humans behind the screens | Working @ Hack The Box A glimpse into HTB's 2025 Sales Kick Off (SKO)
• Humans of HTB:
  Anna's journey into HTB customer success scaling team

• Design & Manage Digital Experiences:
  Develop and maintain scalable onboarding, activation, and adoption flows (such as email sequences, in-app guidance, and webinars) to guide customers through the product lifecycle.
• Drive Product Adoption at Scale:
  Launch 1-to-many programs, including office hours, training sessions, and campaigns, to increase overall product usage and customer value.
• Produce Scalable Educational Content:
  Collaborate with internal stakeholders like Support and Product Marketing to create tutorials, help articles, templates, and video walkthroughs that foster self-service.
• Monitor Portfolio Health:
  Analyze usage data and engagement metrics to identify growth or risk signals, iterating on health scoring and triggering automated outreach for disengaged accounts.
• Execute Communication Campaigns:
  Co‑own broad outbound communication with Marketing, including product updates and best‑practice tips, while utilizing A/B testing to optimize messaging effectiveness.
• Flag High‑Touch Opportunities:
  Address customer feedback and identify specific accounts requiring human follow‑up, such as expansion opportunities for Sales or renewal risks for the Renewals team.
• Optimize Systems & Tooling:
  Manage and leverage the technical toolset (e.g., Churn Zero, Hub Spot, Looker) to build dashboards and streamline processes, ensuring a data‑driven approach to customer success.

• Relevant Professional
  
  Experience:
  
  Background in digital customer success, CS operations, lifecycle marketing, customer programs, or PLG-style roles.
• Portfolio Management:
  Ability to effectively manage a large portfolio using automation, segmentation, and data‑driven insights.
• Communication
  
  Skills:
  
  Strong writing and communication capabilities to deliver high‑quality messaging to customers at scale.
• Analytical Proficiency: A data‑centric approach to targeting, prioritizing, and optimizing customer engagement initiatives.
• Technical Familiarity:
  Proficiency with the core toolset, including Churn Zero, Hub Spot, Looker, Zoom Webinar, Arcade, and App Cues.
• Strategic & Systems Mindset: A builder's mentality focused on creating reusable assets, repeatable processes, and scalable customer journeys.
• Adaptability & Learning:
  Self‑motivated and experimental attitude with the ability to quickly become a product expert and stay current with industry trends.

• 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 l