Digital Customer Success Manager at Hack The Box in United Kingdom, GB

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, 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!

💰We also have other benefits that will keep you happy (Athens, Greece):

• 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)]

🗺️ The Quest of Becoming Hack The Box’s Digital CS Manager at HTB:

• 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 Anna: 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 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!

ABOUT HACK THE BOX

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.

🚨 News & Resources:

• 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) 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.