Director of Customer Success

Our mission and why it matters We are on a mission to make humans the strongest security layer. Human risk remains one of the biggest vulnerabilities and traditional awareness training is not enough. We take a different approach by combining AI-driven personalization, real threat detection, and behavioral science to actively protect people and organizations. We do not just simulate risks. We build the tools that detect and stop them. About this Role You are a highly operational customer success leader who thrives in a fast-paced scale-up environment. In this role, you will define the roadmap for our North American customer journey, ensuring that our clients successfully adopt, renew, and expand their use of our AI-native human risk management platform. You will not only manage and elevate a team of talented Customer Success Managers, but you will also roll up your sleeves to engage directly with our clients and stakeholders. What You'll Do Lead, mentor, and scale the Customer Success team in the US, fostering a culture of high performance, accountability, and continuous learning while delivering scalable growth across the customer base. Drive employee development through regular 1:1s, goal setting, coaching, performance reviews, and career growth conversations. Own the regional gross and net revenue retention (GRR and NRR) targets, taking ultimate responsibility for customer health, renewals, and expansion opportunities. Own and improve the regional customer journey for our US clients, ensuring seamless onboarding handoffs, rapid time-to-value, strong adoption, and long-term engagement. Partner closely with our Sales, Product, and Marketing teams to align on go-to-market strategies and ensure customer feedback directly informs our product roadmap Build upon and refine scalable playbooks, operational processes, and KPI frameworks that enable the Customer Success team to deliver exceptional experiences as our customer base grows. What We're Looking For Proven leadership experience of 3-4 years of managing and scaling Customer Success or Account Management teams within a B2B SaaS environment. A strong track record of owning and exceeding gross and net revenue retention targets at a regional or organizational level. Exceptional coaching and mentorship skills, with a passion for developing talent and building high-performing, collaborative teams. Strategic operational mindset with the ability to build scalable processes, playbooks, and health-scoring frameworks from the ground up. Excellent executive presence and communication skills, comfortable navigating complex enterprise accounts and building trust with senior leaders. A highly autonomous, proactive approach to problem-solving, thriving in an ambiguous, fast-growth environment where you can take real ownership. Bonus Points If You Also Bring experience from the cybersecurity sector or a deep interest in human risk management. Have successfully led teams through a significant scale-up phase or expansion into the North American market. What you can expect from us: Compensation: Annual base salary of $130,000 -140,000 depending on experience, plus a competitive commission model with an on-target earnings of $162,000 -$175,000 Working ways: We work in a flexible, hybrid work setting. You are expected to collaborate from our Minneapolis office. High performance meets high humanity: We bring an incredibly driven, high-impact energy to our work, but we remain deeply humble and team-focused. You will be surrounded by wildly talented, dedicated colleagues in an environment built on extreme kindness, support, and psychological safety. Authentic trust & autonomy: We hire great people and trust them to do great work. You will find a culture free of micromanagement, giving you the autonomy to take real ownership, drive impact, and shape things early on. A product you can be proud of: It is incredibly rare in cybersecurity to build a product that end-users genuinely love. You will join a fast-paced, technically sophisticated team making a real, measurable impact against cybercrime. The perks that matter: Alongside this amazing community, you will enjoy a comprehensive benefits package including medical, dental, and vision coverage (with a portion of premiums covered by the company), life insurance, PTO, 11 paid holidays plus 2 floating holidays, wellness benefits, paid parental leave, a 401(k) match, and more. Plus, you’ll get to collaborate from our wonderful office in Minneapolis! Our Recruitment Process We want to get to know you and how you think! Our process typically includes: TA screening call (30 min, remote) Hiring manager interview (45 min, remote) Hiring manager interview (30 min, remote) Final panel interview at our office in Edina, MN (1 hour, onsite) Offer References & Background Check About Hoxhunt Hoxhunt was founded in 2016 by four visionaries. Today we are a global team of +270 amazing Hoxhunters advancing a truly AI-native category leader in human risk management, with key hubs in the United States, the United Kingdom, and Finland. We are proud to be an award-winning, fast-growing software company, recognized by G2 and Gartner, named to TIME Magazine's list of the World's Top EdTech Companies, and featured for our innovation in major publications like Fast Company, TechCrunch, Forbes, and Inc. As a multi-product company, Hoxhunt goes beyond traditional security awareness. We don't just educate employees through frequent, personalized, and behavior-changing cybersecurity training - we also actively build real threat intelligence and response tools that protect organizations against malicious cyberattacks every single day. Be among the first to know about our open positions. Drop your details in our Talent Community, and we will reach out when there is a match!