Customer Success Specialist

April 2

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Hack The Box

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An online platform to test and advance your skills in penetration testing and cybersecurity. #ThinkOutsideTheBox

Penetration Testing • Cyber Security • Penetration Testing Labs • Network Security • IT Security

51 - 200

Description

• Drive engagement along the Hack The Box journey with high profile 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 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, Americas. • Responding to customer inquiries promptly • Guiding new customers through their customer journey process efficiently • Analyzing usage data to identify trends and potential issues, often utilizing analytics tools (e.g. Tableau) • Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins • Coordinating with internal teams to resolve customer issues effectively • Collaborating with internal teams to ensure seamless customer experiences • Scheduling and conducting regular check-in meetings with customers • Proactively identifying and addressing risks to customer satisfaction • 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 • Articulating value a customer derives from using HTB and how HTB solves a business problem • Identifying and capitalizing on opportunities for upselling and cross-selling

Requirements

• 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 cyberdefense 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

Benefits

• Private insurance, Dental & Vision, 401K • 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 😉