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Hack The Box · 3 weeks ago

Senior Customer Success Associate (Federal)

United States

Full-time

Remote

Senior Level

$96K/yr - $126K/yr

Hack The Box is on a quest to redefine cybersecurity expertise, and they are seeking a Senior Customer Success Associate to drive engagement with public sector clients. The role involves building relationships, ensuring customer satisfaction, and collaborating with various teams to enhance customer experiences.

Artificial Intelligence (AI)Cyber SecurityInformation TechnologyPenetration TestingSkill AssessmentTraining

Growth Opportunities

Responsibilities

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

Qualification

Federal organizationsSaaS modelCybersecurityPrevious Customer Success experienceNavigate difficult conversationsRevenue Retention MetricsAssertivenessActive ListeningAdaptability