Digital Customer Success Manager

🔥 13 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Hack The Box

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💼 Consulting

📦 Logistics

🔒 Cybersecurity

Consulting • Logistics • Cybersecurity

Hack The Box is a cutting-edge online platform that provides cybersecurity education and training through gamified experiences. It offers a wide range of services including hands-on labs, cybersecurity competitions, and industry-recognized certifications, catering to individuals, professional teams, schools, and enterprises. The platform is designed to help users develop and enhance their skills in offensive and defensive security, equipping them to tackle real-world cyber threats. Hack The Box is widely used for team assessments and skill benchmarking across various industries, and hosts engaging events such as capture-the-flag competitions to facilitate interactive learning.

📋 Description

• 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., ChurnZero, HubSpot, Looker) to build dashboards and streamline processes, ensuring a data-driven approach to customer success.

🎯 Requirements

• 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 ChurnZero, HubSpot, Looker, Zoom Webinar, Arcade, and AppCues. • 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.

🏖️ 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; so you can learn how to hack 😉 • 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