Customer Success Manager

• 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

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