Digital Customer Success Manager

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 Digital Customer Success Manager

The mission of this role is to design and implement scalable digital experiences—such as onboarding flows, tutorials, and automated messaging—that guide hundreds of customers through activation, product adoption, and renewal processes. By focusing on systems, content, and data-driven insights, this position aims to scale customer success efforts while maintaining high quality, directly influencing customer retention and growth.

Location & Work Mode:

• Full-time employment
• 2 options: UK (fully remote) or Athens, Greece (hybrid)

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 on your income as part of the relocation.
• We'll support you with accommodation during the first few weeks

The fellowship you’ll be joining:

This Digital CS Manager collaborates with Product, Product Marketing, Growth Marketing, Analytics, and RevOps to develop scalable success initiatives and improve product offerings. Additionally, it partners with Support to produce educational content and works closely with Sales and the Renewals team to flag important account signals, such as expansion opportunities or renewal risks.

Technology tools & weapons you’ll be using:

• Customer Success & CRM: ChurnZero and HubSpot.
• Data & Analytics: Tableau and Looker, which are used to analyze usage patterns and build dashboards.

Interesting resources you should check:

• Customer Stories
• Meet the humans behind the screens | Working @ Hack The Box
• A glimpse into HTB’s 2025 Sales Kick Off (SKO)
• Humans of HTB: Anna’s journey into HTB customer success scaling team

The adventures that await you after becoming the Digital Customer Success Manager at Hack The Box:

• 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.1
• 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.

Skills, knowledge, and experience points required to unlock the role of the Digital Customer Success Manager at Hack The Box:

• 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.

What your Hack The Box adventure will have in store:

• You'll have the exhilarating opportunity to contribute to a product that is highly appreciated by users and the cybersecurity community at large.
• You'll experience a highly supportive and caring environment, …