Senior Customer Success Associate, Hack The Box
Federal
Ethical hacking community and cybersecurity training
Be an early applicant
Ethical hacking community and cybersecurity training
1001+ employees
Be an early applicant
1001+ employees
Company mission
Hack the Box's mission is to create and connect cyber-ready humans and organisations through highly engaging hacking experiences that cultivate out-of-the-box thinking.
Role
Who you are
- 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
What the job involves
- Drive engagement along the Hack The Box journey with public sector clients. Execute outcomes from success criteria for the worldâs largest enterprises, universities and governmental organizations. Become their trusted partner and assure a great user experience leading to long lasting relationships. (OKRs: GRR, NRR, NPS)
- The team consists of experienced members of various technical and non-technical backgrounds covering a wide spectrum of industries and sectors such as Education, Gov/Federal, SMBs and Enterprise. The team collaborates closely with Product, Sales, Support, Marketing and many more departments to accommodate customers' business needs while acting as a feedback loop for further improvement of the offered services
- This position reports to the Head of Customer Success, US & Federal
- Technology tools & weapons youâll be using:
- ChurnZero, HubSpot, Tableau, Slack, Gong & the 3 As (Adaptability - Active Listening - Assertiveness). HackTheBox, obviously!
- 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
Application process
- Level 1: Like in any game, you start as a Noob. Level oneâs objective: submit your application
- Level 2: After applying, you unlock the Script Kiddie rank! This levelâs objective: pass the screening process
- Level 3: Now youâre officially ranked as Hacker and youâre ready to meet the Talent Acquisition team. Levelâs objective: highlight your past achievements, ambitions, and values
- Level 4: As a Pro-Hacker at level 4, youâll unlock the âboss levelâ, which involves meeting the hiring manager. Levelâs objective: connect with the hiring manager and share with them your achievements
- Level 5: Now youâre an Elite Hacker! Levelâs objective: complete an assignment that aligns with day-to-day job-related tasks and responsibilities
- Level 6: Congratulations, you're now a Guru! Not many reach this level đȘ. Levelâs objective: have a constructive, final conversation with senior leadership to explore the role and your future at HTB
- Level 7: You've achieved the Omniscient rank and officially received an offer from HTB! To complete the last level and the Quest, all you need to do is accept the offer
- QUEST COMPLETE. Congratulations, youâre officially one of us đ„łđđYour next quest: complete the onboarding
Our take
Cybersecurity attacks have ballooned in number recently, shining a spotlight on the urgent need for tighter, sharper cybersecurity measures. Hack the Boxâs response has been to create what they call a âmassive cyberhacking playgroundâ. Itâs a cybersecurity skill platform where B2C users can explore gameified cyber training and penetration testing exercises, engage with the infosec community, and explore careers vacancies. B2B customers can access the same training, with additional administrative features.
All in all, itâs a comprehensive offering that allows Hack the Box to sit at the intersection of two lucrative and growing markets. On the one hand, an increase in people carrying out career pivots towards the tech sector, and pursuing online training opportunities. On the other, an increased business focus on (and investment in) improving cybersecurity postures.
Consequently, Hack the Box has seen substantial growth over the past few years, off the back of considerable funding up to series B. Itâs touted as the worldâs largest hacking community, with over 3.3 million platform members and a growing number of products, including new training programs such as penetration testing labs, and an academy. With demand for these skills rising, and demand for online teaching equally strong, Hack the Box is operating within a strong market with good growth potential.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jan 2023
$55m
SERIES B
Apr 2021
$10.6m
SERIES A
Total funding: $69.5m
Company benefits
- 25 annual leave days (paid)
- Paid paternity/maternity leave
- 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 đ
- Flexibility in working hours
- Private insurance, Dental & Vision, 401K
Company HQ
Folkestone, UK
Leadership
James Hooker
(CTO & Co-Founder)Worked as a web developer with MSO.net, before taking up a Senior Software Engineer position at Holiday Extras. Alongside this work, also researches and publishes vulnerabilities on open source projects.
Haris Pylarinos
(CEO)Previously Security Engineer at Hellenic Air Force and Systems & Network Engineer at Ibiscus Internet Services and then Naftomar Shipping And Trading Co.
Aris Zikopoulos
(Co-Founder)Has held senior consultancy positions at Altec and Space Hellas, along the way working as head of IT and security services at Velto and channel sales manager at ITWAY Hellas.
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