Customer Success, Senior Manager

Hack The Box is hiring a Senior Manager, Customer Success to lead its US Customer Success team and drive retention, adoption, expansion, and growth. The role owns regional performance and Customer Success operating model initiatives, partners cross-functionally and with US Sales Leadership, and builds relationships with senior client stakeholders.

Responsibilities:

• 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, RevOps, 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

Requirements:

• 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 identify internal process gaps that you can help evolve and fix as HTB scales
• Strong track record of partnering with Sales, Marketing, Product, and other cross-functional leaders and stakeholders to deliver results
• You're adept at being the senior voice in meaningful, data-informed Quarterly Business Review sessions with our clients
• You're technically savvy, with experience using the tech-stack and tool-kit of a modern SaaS Customer Success leader
• You're also keen to develop a strong knowledge of cybersecurity concepts, the HTB platform and solutions