Customer Success Manager
Hack The Box
full-time
Posted on:
Location Type: Remote
Location: Germany
Visit company websiteExplore more
Tech Stack
About the role
- Drive engagement along the Hack The Box journey with high-profile enterprise clients, primarily within the DACH region.
- Execute outcomes from success criteria for some of EMEA’s largest enterprises.
- 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.
- Designing and executing engagement plans aligned to customer objectives and measurable outcomes.
- 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 and EBRs 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.
- Experience supporting enterprise customers in DACH markets is a strong plus
- Ability to navigate difficult conversations with customers and internal leadership.
- Proficiency in cybersecurity fundamentals, including pentesting and cyberdefense 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaScustomer successcybersecurity fundamentalspentestingcyberdefenseanalytics toolsTableauHubspotChurnZerorevenue retention metrics
Soft Skills
relationship buildingcommunicationproblem solvingcustomer engagementstakeholder managementconflict resolutioncollaborationtrust buildinganalytical thinkingcustomer advocacy