Head of Customer Success, EMEA & APAC

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 core mission of the Head of CS, AMEA & APAC

As the Head of CS, EMEA and APAC, your mission is to lead and empower a team of Customer Success Associates and Managers in the EMEA and APAC regions, 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:

• Full-time employment
• 2 options for direct employment: UK (fully remote) or Athens, Greece (hybrid OR fully remote if located outside Athens)
• We're open to exploring any country within the European time zone

✈️ Relocation

We offer a 10% relocation bonus on the annual salary to support your relocation to Athens, Greece. In addition, you would benefit from a 50% tax reduction as part of the relocation (if you comply with the gov criteria). We'll support you with accommodation during the first few weeks.

🍺 The fellowship you’ll be joining:

As the Head of CS, you will be working closely with a diverse range of stakeholders, including your team of Customer Success Associates and Managers, as well as leaders in Sales, Product, Engineering, RevOps, Finance, and Marketing. You are required to partner with EMEA and APAC Sales Leadership on managing those regions, on brainstorming and executing strategic growth initiatives, and building trust-based relationships with senior client stakeholders.

🚀 The adventures that await you after becoming the Head of CS 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 EMEA and APAC regions, and empower them to deliver excellent customer experiences that drive retention & adoption, as well as expansion & growth.
• Have tremendous direct impact on growing our EMEA and APAC CS teams, building our culture, evolving the way we make our customers successful, and helping HTB grow.
• Active participation in the Customer Success leadership team, contributing vision & strategy, planning and execution.
• Full ownership of strategy and 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 EMEA and APAC 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 Head of CS 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 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