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- Tasks: Engage with public sector clients to enhance their Hack The Box experience.
- Company: Join Hack The Box, a leader in redefining cybersecurity expertise.
- Benefits: Competitive salary, full medical coverage, generous leave, and professional development budget.
- Why this job: Be part of an exciting journey in cybersecurity while building lasting relationships.
- Qualifications: Experience with federal organisations and a solid understanding of customer success principles.
- Other info: Dynamic team environment with opportunities for continuous learning and growth.
The predicted salary is between 72000 - 96000 ÂŁ 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
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!
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.
Senior Customer Success Associate (Federal) 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 (Federal)
✨Tip Number 1
Get to know the company inside out! Research Hack The Box, its mission, and its culture. This will help you connect with the hiring manager and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your storytelling skills! When you get the chance to chat with the Talent Acquisition team or the hiring manager, share your past experiences in a way that highlights your achievements and how they relate to the role.
✨Tip Number 3
Be ready to demonstrate your problem-solving skills! During interviews, you might face scenarios related to customer success. Think about how you would handle difficult conversations or resolve customer issues effectively.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a thank-you note expressing your appreciation for the opportunity. It’s a great way to reinforce your interest and keep you top of mind for the hiring team.
We think you need these skills to ace Senior Customer Success Associate (Federal)
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 experience with federal organisations and customer success. We love seeing how your unique background can contribute to our team and help us drive engagement with our clients.
Showcase Your Skills: Don’t forget to mention your proficiency in tools like HubSpot and Tableau, as well as your understanding of the SaaS model. We’re looking for someone who can hit the ground running, so make those skills pop!
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 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 Customer Success Metrics
Get to grips with key customer success metrics such as GRR (Gross Revenue Retention), NRR (Net Revenue Retention), and NPS (Net Promoter Score). Be prepared to discuss how you've used these metrics in past roles to drive customer engagement and satisfaction. This will demonstrate your understanding of the role's objectives.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult conversations. Think of examples from your previous experience where you successfully navigated challenges with clients or internal teams. This will help you showcase your adaptability and assertiveness.
✨Showcase Your Collaborative Spirit
Since this role involves working closely with various departments, be ready to discuss how you've collaborated with different teams in the past. Highlight specific instances where your teamwork led to successful outcomes. This will illustrate your ability to work effectively within a diverse team environment.
