Digital Customer Success Manager, Hack The Box
More information about location
Ethical hacking community and cybersecurity training
Be an early applicant
Ethical hacking community and cybersecurity training
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
Hack the Box's mission is to create and connect cyber-ready humans and organisations through highly engaging hacking experiences that cultivate out-of-the-box thinking.
Role
Who you are
- 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 builderâs 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 the job involves
- The mission of this role is to design and implement scalable digital experiencesâsuch as onboarding flows, tutorials, and automated messagingâthat 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
- 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
- âď¸ Technology tools & weapons youâll be using:
- Customer Success & CRM: ChurnZero and HubSpot
- Data & Analytics: Tableau and Looker, which are used to analyze usage patterns and build dashboards
- 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
Application process
- Level 1 â Apply: Submit your application. Tell us why this role excites you and what youâd bring
- Level 2 â 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 â Chat with Anna: A relaxed conversation with your future manager. Think of it as a mutual vibe check
- Level 4 â Complete a job-specific challenge and have a meaningful conversation with the team
- Level 5 â Congratulations! Not many reach this level đŞ. Levelâs objective: have a constructive, final conversation with senior leadership to explore the role and your future at HTB
- Level 6 â 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, youâre officially one of us đĽłđđYour next quest: complete the onboarding
Our take
Cybersecurity attacks have ballooned in number recently, shining a spotlight on the urgent need for tighter, sharper cybersecurity measures. Hack the Boxâs response has been to create what they call a âmassive cyberhacking playgroundâ. Itâs a cybersecurity skill platform where B2C users can explore gameified cyber training and penetration testing exercises, engage with the infosec community, and explore careers vacancies. B2B customers can access the same training, with additional administrative features.
All in all, itâs a comprehensive offering that allows Hack the Box to sit at the intersection of two lucrative and growing markets. On the one hand, an increase in people carrying out career pivots towards the tech sector, and pursuing online training opportunities. On the other, an increased business focus on (and investment in) improving cybersecurity postures.
Consequently, Hack the Box has seen substantial growth over the past few years, on the back of considerable funding up to series B. Itâs touted as the worldâs largest hacking community, with over 3.3 million platform members and a growing number of products, including new training programs such as penetration testing labs and an academy. With demand for these skills rising and demand for online teaching equally strong, Hack the Box is operating within a strong market with good growth potential.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jan 2023
$55m
SERIES B
Apr 2021
$10.6m
SERIES A
Total funding: $69.5m
Company benefits
- 25 annual leave days (paid)
- Paid paternity/maternity leave
- Dedicated budget for training and professional development, participation in conferences
- State-of-the-art equipment
- Full access to the Hack The Box lab offerings; so you can learn how to hack đ
- Flexibility in working hours
Company HQ
Folkestone, UK
Leadership
James Hooker
(Co-Founder & Chief Architect)Worked as a web developer with MSO.net, before taking up a Senior Software Engineer position at Holiday Extras. Alongside this work, also researches and publishes vulnerabilities on open source projects.
Haris Pylarinos
(CEO)Previously Security Engineer at Hellenic Air Force and Systems & Network Engineer at Ibiscus Internet Services and then Naftomar Shipping And Trading Co.
Aris Zikopoulos
(Co-Founder)Has held senior consultancy positions at Altec and Space Hellas, along the way working as head of IT and security services at Velto and channel sales manager at ITWAY Hellas.
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