Scaled Customer Success Manager
Dropbox DocSend
Senior Customer Success Associate, Federal
Hack The Box
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob 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.
- Become their trusted partner and assure a great user experience leading to long lasting relationships.
- 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
Requirements
- 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
