Senior Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $120k - $170k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 2%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 71 days.

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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

• Lead and empower a team of Customer Success Associates and Managers in the US • Drive customer retention, adoption, expansion, and growth • Own and drive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) metrics • Recruit, manage, and coach Customer Success Associates and Customer Success Managers • Grow the US Customer Success team, build culture, and evolve customer-success practices • Own rollout of Revenue and Customer Success operating model initiatives, including updated messaging, new pricing, tiered customer engagement, career leveling, account health scoring, and digital success motions • Collaborate with Sales, Product, Engineering, RevOps, Finance, Marketing, and other functions on strategic initiatives • Partner with US Sales Leadership to manage the region and execute strategic growth initiatives • Use data and analytics to identify usage and engagement patterns and improve client experiences • Build trust-based relationships with senior client stakeholders • Participate in Customer Success leadership vision, strategy, planning, and execution • Report to the Head of CS, NORAM and Fed

🎯 Requirements

• 5+ years of experience leading enterprise customer success teams in a B2B SaaS company • Mentoring and growth mindset, coaching CS teams to lead value-based client conversations and providing developmental feedback • Entrepreneurial spirit with a high tolerance for ambiguity and complexity • Ability to work efficiently with limited resources and identify and fix internal process gaps • Strong track record partnering with Sales, Marketing, Product, and other cross-functional leaders and stakeholders • Ability to be the senior voice in meaningful, data-informed Quarterly Business Review sessions with clients • Technical savvy and experience using the tech stack and toolkit of a modern SaaS Customer Success leader • Keen to develop strong knowledge of cybersecurity concepts, the HTB platform, and solutions

🏖️ Benefits

• 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

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