Head of Customer Success – EMEA, APAC

Hack The Box

. Lead and empower Customer Success Associates and Customer Success Managers across EMEA and APAC .

Posted 9/25/2026full-timeAthens • GreeceLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing Customer Success teams within a B2B SaaS environment, focusing on metrics such as Gross Retention Rate and Net Retention Rate. Proficient in leveraging data analytics to enhance client experiences and drive strategic growth initiatives.

Highest-signal resume keywords

Customer Success LeadershipB2B SaaS ExperienceData Analytics ProficiencyCross-Functional CollaborationMentoring and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Gross Retention RateNet Retention RateData AnalyticsCustomer EngagementAccount Health ScoringValue-Based Client ConversationsProcess ImprovementCybersecurity ConceptsSaaS Technology StackQuarterly Business Reviews

Soft Skills

Entrepreneurial SpiritGrowth MindsetTrust-BuildingAdaptabilityCoaching

Tools & Technologies

Hack The Box Platform

Industry Keywords

Customer SuccessB2BSaaSEMEAAPAC

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Lead and empower Customer Success Associates and Customer Success Managers across EMEA and APAC
Own and drive regional Gross Retention Rate and Net Retention Rate metrics
Recruit, manage, coach, and develop regional Customer Success teams
Build customer success culture and improve how customers achieve success
Participate actively in the Customer Success leadership team, contributing to vision, strategy, planning, and execution
Own and drive Revenue and Customer Success operating model initiatives, including messaging, pricing, tiered customer engagement, career leveling, account health scoring, and digital success motions
Collaborate with Sales, Product, Engineering, RevOps, Finance, Marketing, and other functions on cross-functional initiatives
Partner with EMEA and APAC Sales Leadership to manage the business and execute strategic growth initiatives
Use data and analytics to identify usage and engagement patterns and improve client experiences
Build trust-based relationships with senior client stakeholders
Participate as a senior voice in client Quarterly Business Reviews

Requirements

What you’ll need

5+ years of experience leading enterprise customer success teams in a B2B SaaS company
Mentoring and growth mindset, with ability to coach customer success teams in value-based client conversations
Entrepreneurial spirit and high tolerance for ambiguity and complexity
Ability to work efficiently with limited resources and identify and improve internal process gaps
Strong track record partnering with Sales, Marketing, Product, and other cross-functional leaders and stakeholders
Ability to be the senior voice in meaningful, data-informed Quarterly Business Review sessions with clients
Technical proficiency with the technology stack and toolkit of a modern SaaS Customer Success leader
Willingness to develop strong knowledge of cybersecurity concepts, the Hack The Box platform, and its solutions

Benefits

Comp & perks

10% relocation bonus on the annual salary
50% tax reduction as part of the relocation, if government criteria are met
Accommodation support during the first few weeks after relocation
Supportive and caring environment fostering growth, flexibility, and autonomy
Continuous learning and problem-solving opportunities
Global meet-ups
Private health care
Paid parental leave (4 weeks)
25 annual leave days
Free lunch and snacks at the office
€120 Ticket Restaurant by Edenred
Dedicated budget for training and professional development
Participation in conferences
Full access to Hack The Box lab offerings
State-of-the-art equipment (Mac, iPhone, and mobile plan)
Flexible work-from-home arrangements
Annual childcare allowance
Access to on-site gym
Group activities including Cross Training, Pilates, Boxing, and Climbing