VP of Customer Success-US
Salary undisclosed
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Hoxhunt in a hutshell
Hoxhunt was founded in 2016 by four visionaries. Today we are a team of 160 amazing people advancing one of the hottest scale-up companies in the human risk management category, with locations in the United States, Finland and the United Kingdom. Hoxhunt is one of the fastest-growing software company in Finland, premiering in the Deloitte Fast 50 rankings for three consecutive years.
Hoxhunt educates employees on how to protect themselves and their employers against malicious cyberattacks. Our core belief is that the best way to do this is through frequent, personalized, and behavior-changing cybersecurity training. We have been featured in CIO Magazine, Forbes, Inc., EU-Startups, and many more publications. We have also been listed as one of the 10 hottest startups to work for in 2019 and developer students’ Top 10 Dream Employer in 2021 in Finland.
Our Daily Work Is Guided By 3 Core Principles
The What
The VP of Customer Success will be responsible for leading, scaling, and optimizing our customer success function across mid-market and enterprise segments in the US. This role will oversee customer retention, onboarding, account expansion, and CS operations, working closely with Sales, Product, and Marketing to ensure seamless customer experiences.
We need a strategic leader who can develop and execute scalable processes while maintaining a customer-first approach.
We are looking for someone with:
Our benefits package includes medical, dental, and vision coverage (with a portion of premiums covered by the company), life insurance, PTO and paid holidays, paid parental leave, and a 401K match.
The Why
Skills
Cybersecurity is a growing industry. You get to build a product that defends companies from cybercrime, help support the cyber skills training for vast amounts of everyday professionals, and make the world more cyber secure. On top of this, we offer:
Our recruitment process is as follows:
Hoxhunt was founded in 2016 by four visionaries. Today we are a team of 160 amazing people advancing one of the hottest scale-up companies in the human risk management category, with locations in the United States, Finland and the United Kingdom. Hoxhunt is one of the fastest-growing software company in Finland, premiering in the Deloitte Fast 50 rankings for three consecutive years.
Hoxhunt educates employees on how to protect themselves and their employers against malicious cyberattacks. Our core belief is that the best way to do this is through frequent, personalized, and behavior-changing cybersecurity training. We have been featured in CIO Magazine, Forbes, Inc., EU-Startups, and many more publications. We have also been listed as one of the 10 hottest startups to work for in 2019 and developer students’ Top 10 Dream Employer in 2021 in Finland.
Our Daily Work Is Guided By 3 Core Principles
- Hungry for feedback
- Courage to take initiative
- We succeed together
The What
The VP of Customer Success will be responsible for leading, scaling, and optimizing our customer success function across mid-market and enterprise segments in the US. This role will oversee customer retention, onboarding, account expansion, and CS operations, working closely with Sales, Product, and Marketing to ensure seamless customer experiences.
We need a strategic leader who can develop and execute scalable processes while maintaining a customer-first approach.
- Develop and execute the Customer Success strategy to drive customer retention, product adoption, and revenue growth.
- Build and lead a high-performing CS team, including Customer Success Managers (CSM) and the Onboarding CSMs.
- Define and implement customer success playbooks, ensuring proactive customer engagement, health scoring, and renewal management.
- Own customer retention metrics and align CS initiatives with company revenue goals.
- Partner with Sales, Marketing, and Product to drive customer advocacy, upsell opportunities, and feedback loops.
- Oversee customer onboarding and adoption strategies, ensuring customers achieve value quickly.
- Establish customer feedback mechanisms to inform product improvements and drive customer satisfaction (CSAT, NPS).
- Ensure operational excellence through data-driven insights, forecasting, and process optimization.
- Report on customer health, expansion opportunities, and retention trends to executive leadership and the board.
We are looking for someone with:
- 8+ years of experience in Customer Success, Account Management, or Customer Experience, with at least 5+ years in a leadership role.
- Proven ability to scale and lead a high-growth CS team, ideally in a SaaS or B2B tech environment.
- Strong experience managing Enterprise & Mid-Market customers, including retention and expansion strategies.
- Experience in cybersecurity or enterprise SaaS a plus.
- Background in consultative selling or revenue-driving CS models
- Track record of achieving and exceeding NRR and churn reduction targets.
- Expertise in CS platforms (e.g., Planhat, Gainsight, Totango, ChurnZero) and customer engagement strategies.
- Data-driven mindset with experience in forecasting, KPI tracking, and executive reporting.
- Ability to collaborate cross-functionally with Sales, Product, and Marketing teams.
- Excellent communication, leadership, and executive presence skills.
- Experience in change management and scaling operations in a fast-growth environment.
Our benefits package includes medical, dental, and vision coverage (with a portion of premiums covered by the company), life insurance, PTO and paid holidays, paid parental leave, and a 401K match.
The Why
Skills
Cybersecurity is a growing industry. You get to build a product that defends companies from cybercrime, help support the cyber skills training for vast amounts of everyday professionals, and make the world more cyber secure. On top of this, we offer:
- A solid product (users in 100+ countries globally) including super interesting possibilities within gaming and education
- A possibility to join a scale up that adds variation to your everyday work-life
- A friendly, diverse team including members with different backgrounds
- Extensive health care for all employees
- Fair compensation
- A fun, ambitious environment with a lot of laughter
Our recruitment process is as follows:
- TA Screen (30 min )
- HM Screen (30 min)
- Executive Panel Interview (60min, at our office or remote)
- Meet the Team (60min, at our office or remote)
- Offer
- References & Background Check