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- Tasks: Guide clients on their cybersecurity journey and ensure a fantastic user experience.
- Company: Join Hack The Box, a leader in redefining cybersecurity expertise.
- Benefits: Enjoy competitive pay, full health coverage, and generous leave policies.
- Why this job: Be part of an exciting adventure in cybersecurity with a supportive team.
- Qualifications: Experience with federal organisations and a solid understanding of customer success.
- Other info: Dynamic work environment with opportunities for growth and continuous learning.
The predicted salary is between 36000 - 60000 £ per year.
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.
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 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.
The gems you’ll be enjoying as a Senior Customer Success Associate:
- Compensation: $96,000 (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.
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.
Hack The Box is 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.
Senior Customer Success Associate in England employer: Hack The Box
Contact Detail:
Hack The Box Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Associate in England
✨Tip Number 1
Get to know the company inside out! Dive into Hack The Box's mission, values, and culture. This will not only help you tailor your conversations but also show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions and scenarios related to customer success. Think about how you can demonstrate your adaptability, active listening, and assertiveness through real-life examples.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for Hack The Box.
We think you need these skills to ace Senior Customer Success Associate in England
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for cybersecurity and how it aligns with our mission at Hack The Box.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience and skills. Focus on how your background fits the Senior Customer Success Associate role and how you can drive engagement with our public sector clients.
Showcase Your Achievements: Don’t hold back on sharing your past successes! Use specific examples to demonstrate how you've made a difference in previous roles, especially in customer success or working with federal organisations.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us that you’re serious about joining our adventure at Hack The Box!
How to prepare for a job interview at Hack The Box
✨Know Your Cybersecurity Basics
Before stepping into the interview, brush up on your cybersecurity fundamentals. Understand key concepts like pentesting and cyber defence skills, as these will likely come up in conversation. Being able to discuss these topics confidently will show that you're not just a fit for the role but also passionate about the field.
✨Familiarise Yourself with Hack The Box
Dive deep into Hack The Box's offerings and customer stories. Knowing how their platform helps users and understanding their mission will allow you to connect your experiences to their goals. This knowledge will help you articulate how you can contribute to their success.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult conversations. Think of examples from your past experiences where you've successfully navigated challenges or improved customer satisfaction. This will demonstrate your capability to thrive in a Customer Success role.
✨Showcase Your Collaborative Spirit
Since the role involves working closely with various teams, be ready to discuss how you've collaborated with different departments in previous roles. Highlight specific instances where your teamwork led to successful outcomes, as this will resonate well with the collaborative culture at Hack The Box.
