Senior Customer Success Associate – Federal
Hack The Box
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $96,000 - $126,000 per year
Job Level
Senior
Tech Stack
Cyber SecurityTableau
About the role
- 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.
- Build and nurture relationships of trust with Exec / senior stakeholders and HTB power users / admins.
- Analyze usage data to identify trends and potential issues, often utilizing analytics tools (e.g. Tableau).
- Timely address customer inquiries.
- Proactively identify and address risks to customer satisfaction.
- Coordinate with internal teams to resolve customer issues effectively and ensure seamless customer experiences.
- Schedule and conduct regular check-in meetings with customers.
- Maintain accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc).
- Gather actionable feedback from customers for product improvement.
- Communicate the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge.
- Identify and capitalize on opportunities for upselling and cross-selling.
Requirements
- 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
Benefits
- 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 😉
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
analyticsTableauSaaScybersecuritypentestingcyber defensecustomer successrevenue retention metrics
Soft skills
relationship buildingcommunicationproblem solvingcustomer satisfactioncollaborationnavigating difficult conversationshandling objectionsovercoming challenges