Humans of HTB #6: Anna’s journey into HTB customer success scaling team

Step into the vibrant world of the Humans of HTB (HoH), your behind-the-scenes glimpse into the growth of our talented team and dynamic culture!  

In this HoH series, we talk to Anna, who embarked on her journey at HTB as a customer success specialist and is now thriving as an enterprise customer success manager at our customer success scaling team.

Tell us a little bit about yourself. 

I'm Anna, an Enterprise Customer Success Manager at Hack The Box. Outside of work, you'll find me soaking up the magic of cinema, dancing away at live gigs, and exploring new cultures through travel. Lately, though, I've been immersed in the exciting adventure of motherhood.

What was your career path before HTB?

Before joining Hack The Box, my professional journey was shaped by experiences in the tech startup and corporate environments, primarily in the UK. Throughout my career, I've gravitated towards roles centered on customer experience and communication, with a strong emphasis on fostering and nurturing customer relationships.

How did you start your journey at HTB?

My journey at Hack The Box began over two years ago when I was captivated by the company's exciting growth. The mission of creating a safer cyber world, coupled with the early signs of an inclusive and supportive culture, drew me in and made me click 'apply' for the Customer Success Specialist role on LinkedIn. 

Having the opportunity to work remotely, as a woman and a relatively new parent in the workplace, I didn’t have to face a dilemma between my career aspirations and family responsibilities, maintaining a work-life balance. 

As I got more curious during the recruitment process, I became even more eager to join the team after meeting with wonderful individuals who have since become cherished colleagues.

Can you share some highlights of your work at HTB?

Joining the Customer Success team as one of its early members to empower and assist our customers in enhancing their cyber readiness was both challenging and incredibly fulfilling. 

This journey has been a standout experience for me. Today, my passion for this work remains strong, and being named the top Customer Success Manager of the year recently reaffirms that dedication. 

It's also rewarding to witness the gradual expansion of our team across different regions, ensuring we can drive value and effectively guide our global customer base toward achieving their desired outcomes.

Tell us about the most enjoyable part of your role.

The most enjoyable part of my role is empowering our customers to strengthen their cybersecurity teams with the passion and skills needed to excel in their positions and make a real impact on their organizational objectives. 

I also love cultivating and nurturing long-term, authentic relationships with customers that extend beyond mere transactions. Working in Customer Success at Hack The Box has provided me with precisely that opportunity.

Collaborating with amazing colleagues and engaging in cross-team cooperation with other departments such as our product and content teams, sharing customer feedback, and helping shape our product offering to meet the evolving needs of our customers is also very satisfying. 

Witnessing the excitement and positive impact driven by a new product functionality or industry-leading upskilling material is priceless.

What are the key challenges of your role?

As our customer base grows, scaling our CS operations efficiently becomes crucial. While doing so, we remain dedicated to delivering value and maintaining a customer-centric approach to drive success for our customers and ensure long-term customer satisfaction. 

While the journey to success may have its challenges, these growing pains are essential steps toward our continued growth.

What are your key learnings from your experience so far at HTB?

In a fast-paced tech environment like Hack The Box, adaptability, open communication, empathy, and effective collaboration with diverse stakeholders are essential. 

My experience at Hack The Box has taught me that embracing change is the norm and that success stems from collective teamwork.

What career advice would you give to someone interested in joining your team/interviewing at HTB?

Establishing a solid understanding of customer success and staying updated with industry changes are essential. Your enthusiasm for helping our customers strengthen their cybersecurity stance should shine through. 

You'll need critical thinking, curiosity, and great communication skills too. We're all about that 'work hard, play hard' vibe here, aiming for excellence in everything we do.

What makes HTB a unique place to work?

I'm excited to work on meaningful projects that contribute to safeguarding businesses from cyber threats alongside talented and inspiring people. 

What really makes HTB special is the focus on collaboration and diversity. Bringing together people with different backgrounds, perspectives, and skills creates an inclusive atmosphere that fosters collaboration, creativity, passion, and innovation.

Author bio: Anna Papadima (AnnaP), Enterprise Customer Success Manager, Hack The Box Anna is an Enterprise Customer Success Manager at Hack The Box. By day, she helps business customers boost their cybersecurity teams' skills and strengthen their defenses using the Hack The Box Enterprise Platform. Beyond work, she's navigating parenthood, she’s a total music junkie,  always up for discovering new global cinema gems, and constantly planning her next adventure to unknown destinations. Want to hear more from Anna? Connect with her on LinkedIn.