Senior Customer Success Associate (Federal)

Ready to embark on the quest of joining Hack The Box?

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

🏆 Skills, knowledge, and experience points required to unlock the role of the Senior Customer Success Associate at Hack The Box:

• 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.
• Previous experience in a Customer Success role preferred.
• 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

🕹️ What your Hack The Box adventure will have in store:

🎯You'll have the exhilarating opportunity to contribute to a product that is highly appreciated by users and the cybersecurity community at large.
🎯 You'll experience a highly supportive and caring environment, fostering growth, flexibility, and autonomy.
🎯 You'll embark on an exciting journey of continuous learning and problem-solving, leveling up as our organization grows.
🎯 Most importantly, you'll have a blast at HTB 🥳 because fun is an essential ingredient in our recipe for success! Just wait until you see our global meet-ups!

💰The gems you’ll be enjoying as a Senior Customer Success Associate:

• 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 😉
  

🗺️ The Quest of Becoming Hack The Box’s Senior Customer Success Associate:

• Level 1: Like in any game, you start as a Noob. Level one’s objective: submit your application.
• Level 2: After applying, you unlock the Script Kiddie rank! This level’s objective: pass the screening process.
• Level 3: Now you’re officially ranked as Hacker and you’re ready to meet the Talent Acquisition team. Level’s objective: highlight your past achievements, ambitions, and values.
• Level 4: As a Pro-Hacker at level 4, you’ll unlock the “boss level”, which involves meeting the hiring manager. Level’s objective: connect with the hiring manager and share with them your achievements.
• Level 5: Now you’re an Elite Hacker! Level’s objective: complete an assignment that aligns with day-to-day job-related tasks and responsibilities.
• Level 6: Congratulations, you're now a Guru! Not many reach this level 💪. Level’s objective: have a constructive, final conversation with senior leadership to explore the role and your future at HTB.
• Level 7: You've achieved the Omniscient rank and officially received an offer from HTB! To complete the last level and the Quest, all you need to do is accept the offer.
• QUEST COMPLETE. Congratulations, you’re officially one of us 🥳🎉🎇Your next quest: complete the onboarding.
  

Hack Your Career, Today. Join us in this epic adventure of cybersecurity at Hack The Box! 🚀🔒💻

At Hack The Box, we are on a quest to find the most exceptional and enthusiastic talent to join our team. Whether or not you consider yourself a gamer, we value what makes you unique and want to know more about you. This job post provides just a glimpse of the incredible gamified experience our business and consumer customers enjoy through our platforms. So, if you're ready to embark on a journey of disruption, growth, and adventure, we can't wait to meet you!

ABOUT HACK THE BOX

Hack The Box is the Cyber Performance Center with the mission to provide a human-first platform to create and maintain high-performing cybersecurity individuals and organizations. 

Hack The Box is the only platform that unites upskilling, workforce development, and the human focus in the cybersecurity industry, and it’s trusted by organizations worldwide for driving their teams to peak performance. Offering an all-in-one environment for continuous growth, assessment, and recruitment, Hack The Box provides solutions for all cybersecurity domains. 

Launched in 2017, Hack The Box brings together the largest global cybersecurity community of more than 2.6 million platform members. Rapidly growing its international footprint and reach, Hack The Box is headquartered in the UK, with additional offices in the US, Australia, and Greece.

🚨 Exciting News:

• Get the most important updates on HTB’s latest year!
• We are super proud to share that Hack The Box’s entities in the US, the UK & Greece have been certified as a Great Place to Work (2024-2026). 

Take a sneak peek at how it is to be part of HTB and our 2023 Global Retreat. Get more insights about our HTB culture and employee experience by visiting the “about us” section of our site, our career site, and Glassdoor.

At Hack The Box, we are committed to fostering a diverse, inclusive, and equitable workplace. We believe that diversity enriches our performance, services, and the communities we serve. As such, we ensure that all job applications are considered solely based on merit, skills, and qualifications. We do not discriminate on grounds of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are dedicated to providing a fair and respectful work environment that reflects our values.

Hack The Box participates in E-Verify. For more information, please click here and here.