Sr. Customer Success Associate

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 Sr. Customer Success Associate:

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 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, EMEA.

⚔️ 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 a Sr. Customer Success Associate at Hack The Box:

• 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

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

• Understanding of the Software as a Service (SaaS) model and principles of customer success.
• Previous experience in a Customer Success role.
• Ability to navigate difficult conversations with customers and internal leadership.
• Understanding of the fundamentals of cybersecurity.
• 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 Sr. Customer Success Associate:

• 25 annual leave days
• Paid parental leave
• 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 😉
• Flexibility in working hours

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

• Level 1: To complete level one’s objective, submit your application. 
• Level 2: Meet the Talent Acquisition team. Level’s objective: highlight your past achievements, ambitions, and values.
• Level 3: Meet the hiring manager. Level’s objective: connect with the hiring manager and share with them your achievements. 
• Level 4: Complete an assignment that aligns with day-to-day job-related tasks and responsibilities.
• Level 5: Congratulations! 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 6: You've 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 a leading gamified cybersecurity upskilling, certification, and talent assessment platform enabling individuals, businesses, government institutions, and universities to sharpen their offensive and defensive security expertise.

Launched in 2017, Hack The Box brings together the largest global cybersecurity community of more than 2m platform members and is on a mission to create and connect cyber-ready humans and organizations through highly engaging hacking experiences that cultivate out-of-the-box thinking.

Offering a fully guided and exploratory skills development environment, Hack The Box is the ideal solution for cybersecurity professionals and organizations to continuously enhance their cyber-attack readiness by improving their red, blue, and purple team capabilities.

Rapidly growing its international footprint and reach, Hack The Box is headquartered in the UK, with additional offices in Greece and the US.

🚨 Exciting News:

• We are super proud to share that HTB’s all three entities across the UK, US, and Greece have been Certified as a Great Place to Work (Oct 2023-Oct 2024)
• Furthermore, the HTB's Greek entity has been listed by the Great Place to Work Institute as the #4 Best Workplace in Greece and #7 in Europe for 2023, among more than 3,300 companies💪 
• Get more insights about our HTB culture and employee experience by visiting 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.