Customer Success Associate

Summary

Join Hack The Box as a Customer Success Associate and drive engagement with high-profile clients, executing success criteria for major enterprises. Collaborate with various internal teams to ensure seamless customer experiences, addressing inquiries and proactively identifying risks. Leverage analytics tools like Tableau to examine usage data and pinpoint trends. Build strong relationships with stakeholders and gather feedback for product improvement. This role requires understanding of SaaS, experience in customer success, proficiency in cybersecurity fundamentals, and strong communication skills. Hack The Box offers a supportive environment, continuous learning opportunities, and various benefits including private healthcare, paid parental leave, flexible work arrangements, and professional development budget.

Requirements

• 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 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

Responsibilities

• Guiding new customers through their customer journey process efficiently
• Timely addressing of customer inquiries
• Examining usage data to pinpoint trends and possible concerns, frequently employing analytics tools such as 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 and 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
• 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

Preferred Qualifications

Previous experience in a Customer Success role

Benefits

• Private health care
• Paid paternity leave
• 25 annual leave days
• Free lunch & snacks at the office
• 120€ Ticket Restaurant by Edenred
• Dedicated budget for training and professional development, participation in conferences
• Full access to the Hack The Box lab offerings
• State-of-the-art equipment (mac, iPhone, and mobile plan)
• Flexible WFH (Hybrid Model) - Fully Remote is also an option if you're not an Attica resident