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About the Role
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 will 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.
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 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
Requirements
- 5+ years of experience leading enterprise customer success teams in a B2B SaaS company
- Mentoring and growth mindset, coaching your CS team to lead value-based client conversations, empowering them to succeed, and providing feedback for their development
- 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
- Adept at being the senior voice in meaningful, data-informed Quarterly Business Review sessions with our clients
- Technically savvy, with experience using the tech-stack and tool-kit of a modern SaaS Customer Success leader
- Keen to develop a strong knowledge of cybersecurity concepts, the HTB platform and solutions
Skills
- Customer Success Management
- Team Leadership
- Strategic Planning
- Data Analysis
- Client Relationship Management
- Cross-functional Collaboration
- Revenue Growth
- SaaS Operations
- Cybersecurity Concepts
Location
- UK (fully remote)
- Athens, Greece (hybrid OR fully remote if located outside Athens)
- Any country within the European time zone
Work Type
- Full-time employment
- Remote
- Hybrid
Experience Level
- 5+ years of experience leading enterprise customer success teams
Salary/Compensations
- 10% relocation bonus on the annual salary
Benefits
- 10% relocation bonus on the annual salary
- 50% tax reduction as part of the relocation (if you comply with the gov criteria)
- Support with accommodation during the first few weeks
- 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
- State-of-the-art equipment (mac, iPhone, and mobile plan)
- Flexible WFH (Hybrid Model)
- 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
About the Company
- Hack The Box is the leading cyber readiness platform for the agentic era, battle-testing and upskilling both humans and AI agents to enhance organizational cyber resilience.
- Trusted by the Fortune 500, government agencies, and MSSPs, the platform delivers threat-informed learning paths consisting of real-world scenarios in gamified labs and live-fire simulations that build and validate offensive and defensive cyber capabilities.
- With a loyal community of more than 4 million members and 800+ enterprise customers, Hack The Box empowers teams and intelligent systems alike to strengthen cyber defenses and reduce breach risk effectively.
- Headquartered in the UK, with additional offices in the US, Australia, and Greece.
- Headquarters in the UK, along with our entities in Greece and the US, have been certified as a Great Place to Work for 4 consecutive years (2023 - 2026).
- Greek entity has been recognized among the Best Workplaces in Greece and Europe during this period.
Equal Opportunity
- At Hack The Box, we are committed to fostering a diverse, inclusive, and equitable workplace.
- We believe that diversity enriches our performance, services, and the communities we serve.
- As such, we ensure that all job applications are considered solely based on merit, skills, and qualifications.
- We do not discriminate on grounds of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
- We are dedicated to providing a fair and respectful work environment that reflects our values.