Head of Customer Success, EMEA & APAC

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! 🚀🔒💻

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.

• 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

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.

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.

• 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.

• 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.

• 🎯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, fostering growth, flexibility, and autonomy.
• 🎯 You'll embark on an exciting journey of continuous learning and problem-solving, leveling up as our organization grows.
• 🎯 Most importantly, you'll have a blast at HTB 🥳 because fun is an essential ingredient in our recipe for success! Just wait until you see our global meet-ups!

• 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; so you can learn how to hack 😉
• State-of-the-art equipment (mac, iPhone, and mobile plan)
• Flexible WFH (Hybrid Model) - Fully Remote is also an option if you're not an Attica resident
• 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

[Important Note: Our benefits package is designed to provide strong support to our team, but it may vary depending on location and type of employment (e.g., UK, US, Greece, Australia, or engagement through an Employer of Record or contract)]

• Level 1 — Apply: Submit your application. Tell us why this role excites you and what you’d bring.
• Level 2 — Talent Screen: A conversation with our Talent Acquisition team to explore your background and ambitions. Please note that an online assessment must be completed before your conversation with our Talent Acquisition team.
• Level 3 — Chat with Petros: A relaxed conversation with your future manager. Think of it as a mutual vibe check.
• Level 4 — Complete a job-specific challenge and have a meaningful conversation with the wider team.
• Level 5 — Congratulations! Not many reach this level 💪. Level’s objective: have a constructive, final conversation with senior leadership to explore the role and your future at HTB. 
• Level 6 — You've officially received an offer from HTB! To complete the last level and the Quest, all you need to do is accept the offer. 
• Quest complete. Congratulations, you’re officially one of us 🥳🎉🎇Your next quest: complete the onboarding.

Hack Your Career, Today. Join us in this epic adventure of cybersecurity at Hack The Box! 🚀🔒💻

At Hack The Box, we are on a quest to find the most exceptional and enthusiastic talent to join our team. Whether or not you consider yourself a gamer, we value what makes you unique and want to know more about you. This job post provides just a glimpse of the incredible gamified experience our business and consumer customers enjoy through our platforms. So, if you're ready to embark on a journey of disruption, growth, and adventure, we can't wait to meet you!

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. 

Rapidly growing its international footprint and reach, Hack The Box is headquartered in the UK, with additional offices in the US, Australia, and Greece.

• We’re incredibly proud to share that our 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). 
• In addition, our Greek entity has been recognized among the Best Workplaces in Greece (4th, 2nd, 3rd, 1st) and Europe (7th, 10th, 73rd, 13th) during this period — a testament to our strong culture and commitment to creating an exceptional employee experience!

Take a sneak peek at how it is to be part of HTB. Get more insights about our HTB culture and employee experience by visiting the “about us” section of our site, our career site, and Glassdoor.

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.