Customer Success, Senior Manager

Location: Town of Greece

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, Rev Ops, 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:

Churn Zero, Hub Spot, Tableau, Slack, Gong & the 3 As (Adaptability
- Active Listening
- Assertiveness). Hack The Box , 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, Rev Ops, 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…