Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and inspire a team of Customer Success Associates and Managers based in the US.

• Enhance customer retention, adoption, expansion, and overall growth.

• Take ownership of regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) metrics.

• Recruit, oversee, and mentor Customer Success Associates and Customer Success Managers.

• Expand the US Customer Success team, foster a positive culture, and refine customer-success methodologies.

• Manage the implementation of Revenue and Customer Success operational model initiatives, including revised messaging, new pricing, tiered customer engagement, career progression, account health assessments, and digital success strategies.

• Collaborate with Sales, Product, Engineering, RevOps, Finance, Marketing, and other departments on strategic projects.

• Partner with US Sales Leadership to oversee the region and implement strategic growth initiatives.

• Utilize data and analytics to identify usage and engagement trends, enhancing client experiences.

• Build trust-based relationships with senior stakeholders at client organizations.

• Participate in the vision, strategy, planning, and execution of Customer Success leadership.

• Report directly to the Head of Customer Success, NORAM and Fed.

⛳️ Requirements

• Over 5 years of experience managing enterprise customer success teams within a B2B SaaS environment.

• A mentoring and growth-oriented mindset, coaching Customer Success teams to engage in value-driven client discussions and provide constructive feedback.

• An entrepreneurial spirit with a strong ability to navigate ambiguity and complexity.

• Capability to operate effectively with limited resources and identify as well as address internal process inefficiencies.

• Proven success in partnering with Sales, Marketing, Product, and other cross-functional leaders and stakeholders.

• Ability to represent the senior voice in impactful, data-driven Quarterly Business Review sessions with clients.

• Technical proficiency and experience utilizing the technology stack and tools relevant to a contemporary SaaS Customer Success leader.

• Eagerness to develop a solid understanding of cybersecurity principles, the HTB platform, and its solutions.

🏝️ Benefits

• 20% performance bonus.

• Medical, Dental & Vision coverage (100% of employee premiums covered by Hack The Box).

• 401K with employer matching.

• Employer-paid Life and AD&D Insurance.

• Supplemental Life Insurance.

• Short-term and Long-term Disability coverage.

• Healthcare and Dependent Care Flexible Spending Accounts.

• Paid paternity and maternity leave.

• 25 annual leave days.

• Home Office Allowance.

• Dedicated budget for training and professional development, including participation in conferences.

• State-of-the-art equipment.

• Full access to the Hack The Box lab offerings.