Senior Customer Success Associate (Federal)

1 week ago
Full-time
Senior
Customer and Technical Support
Hack The Box

Hack The Box

Hack The Box serves as a premier Cybersecurity Performance Center, providing advanced training and certification resources for both aspiring security professionals and established teams to enhance their skills and drive peak cyber performance.

Internet Software & Services
51-250
Founded 2017
$70M raised

Description

  • Guide new customers through their customer journey efficiently.
  • Build and nurture trusted relationships with executive stakeholders, buyers, and power users/admins.
  • Analyze usage data to identify trends, risks, and potential issues.
  • Respond promptly to customer inquiries and resolve issues effectively.
  • Proactively identify and address risks to customer satisfaction and retention.
  • Coordinate with internal teams to ensure seamless customer experiences.
  • Schedule and conduct regular customer check-in meetings.
  • Maintain accurate customer health notes in internal systems such as HubSpot and ChurnZero.
  • Gather actionable customer feedback to inform product improvements.
  • Communicate product value and business impact to customers.
  • Identify opportunities for upselling and cross-selling.

Requirements

  • Experience working with federal organizations such as the Army, Air Force, or government agencies; civilian federal roles do not apply.
  • Understanding of the SaaS model and customer success principles.
  • 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.
  • Ability to handle objections and overcome challenges in the sales process.
  • Comfortable owning revenue retention metrics to drive business growth.
  • Ability to collaborate effectively with multiple internal stakeholders.

Benefits

  • Compensation of $96,000–$126,000 OTE.
  • Medical, dental, and vision coverage with 100% of employee premiums paid by Hack The Box.
  • 401(k) with employer match.
  • Employer-paid life and AD&D insurance, plus supplemental life insurance.
  • Short-term and long-term disability coverage.
  • Healthcare and dependent care FSA.
  • Paid paternity and maternity leave.
  • 25 annual leave days.
  • Home office allowance.
  • Dedicated budget for training, professional development, and conference participation.
  • State-of-the-art equipment.
  • Full access to Hack The Box lab offerings.

Interested in this position?

Apply directly on the company website

Apply Now

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