Senior Customer Success Associate (Federal)

Hack The Box

46d•$96,000 - $126,000

About The Position

At the end of this thrilling journey, you'll become a proud member of Hack The Box, with the ultimate mission to help redefine cybersecurity expertise. Get ready for an exciting adventure into the world of cybersecurity! 🚀🔒💻 ✨The core mission of the Senior Customer Success Associate: Drive engagement along the Hack The Box journey with public sector clients. Execute outcomes from success criteria for the world’s largest enterprises, universities and governmental organizations. Become their trusted partner and assure a great user experience leading to long lasting relationships. (OKRs: GRR, NRR, NPS) 🍺 The fellowship you’ll be joining: The team consists of experienced members of various technical and non-technical backgrounds covering a wide spectrum of industries and sectors such as Education, Gov/Federal, SMBs and Enterprise. The team collaborates closely with Product, Sales, Support, Marketing and many more departments to accommodate customers' business needs while acting as a feedback loop for further improvement of the offered services. This position reports to the Head of Customer Success, US & Federal. ⚔️ Technology tools & weapons you’ll be using: ChurnZero, HubSpot, Tableau, Slack, Gong & the 3 As (Adaptability - Active Listening - Assertiveness). HackTheBox, obviously! 📚 Interesting resources you should check: Customer Stories A glimpse into HTB’s 2024 Sales Kick Off (SKO) Humans of HTB: Anna’s journey into HTB customer success scaling team 🚀 The adventures that await you after becoming the Senior Customer Success Associate at Hack The Box: Guiding new customers through their customer journey process efficiently Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins Analyzing usage data to identify trends and potential issues, often utilizing analytics tools (e.g. Tableau) Timely addressing of customer inquiries Proactively identifying and addressing risks to customer satisfaction Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences Scheduling and conducting regular check-in meetings with customers Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc) Gathering actionable feedback from customers for product improvement Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge. Identifying and capitalizing on opportunities for upselling and cross-selling

Requirements

Experience working with federal organizations (e.g., Army, Air Force, government agencies) — civilian federal roles do not apply.
Understanding of the Software as a Service (SaaS) model and principles of customer success.
Ability to navigate difficult conversations with customers and internal leadership.
Proficiency in cybersecurity fundamentals, including pentesting and cyber defense skills.
Skilled in handling objections and overcoming challenges in the sales process.
Comfortable owning Revenue Retention Metrics to drive business growth.
Ability to collaborate effectively with multiple internal stakeholders

Nice To Haves

Previous experience in a Customer Success role preferred.

Responsibilities

Guiding new customers through their customer journey process efficiently
Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins
Analyzing usage data to identify trends and potential issues, often utilizing analytics tools (e.g. Tableau)
Timely addressing of customer inquiries
Proactively identifying and addressing risks to customer satisfaction
Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences
Scheduling and conducting regular check-in meetings with customers
Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc)
Gathering actionable feedback from customers for product improvement
Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge.
Identifying and capitalizing on opportunities for upselling and cross-selling

Benefits

Compensation: $96,000-126,000 (OTE)
Medical, Dental & Vision (employee coverage 100% paid for by Hack The Box)
401K w/ employer match
Employer-paid Life and AD&D Insurance
Supplemental Life Insurance
Short-term and Long-term Disability
Healthcare and Dependent Care FSA
Paid paternity & maternity leave
25 annual leave days
Home Office Allowance
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 😉