Customer Success Specialist

Join our mission to create and connect cyber-ready humans and organizations through highly engaging hacking experiences that cultivate out-of-the-box thinking. (Find out more insights about Hack The Box culture on our career site).

HTB is looking for a Customer Success Specialist based in the US to partner with our federal customers and assist them in realising their cybersecurity training goals through our services. You will be the voice of the customer inside HTB, interacting with the product, content, community, customer support, and innovation teams regularly.

In this role, you will be responsible for maintaining and developing existing customer relationships, implementing success programs, contributing to sales (via renewals and cross/upselling), onboarding, and working to prevent customer churn.

Ideally, youre an HTBer whos fascinated with our hands-on & gamified way of training cybersecurity pros. Youre familiar with our products and can articulate their benefits in a meaningful way to existing customers, ensuring product utilisation, customer satisfaction, and ultimately renewals.

Note: The role will be responsible, exclusively for federal customers.

• Establish a trusted advisor relationship to help drive the continued value of our products and services
• Drive retention and growth (cross and upselling) among our most valuable customers by understanding their business needs and helping them succeed
• Maintain a cadence of communication with customers about usage adoption, sentiment, and product feedback all the while seeking out opportunities for deeper engagement
• Identify opportunities for customers to act as HTB advocates (e.g. testimonials, case studies)
• Coordinate resources across HTB as needed to support customers needs
• Work in a consultative manner with customers to ensure they meet their cybersecurity training goals via our platform
• Work with the customer support team to ensure that technical issues for enterprise customers are dealt with promptly and that the customer is satisfied

• Previous working experience of 1-3 years in a customer-facing role; experience in cybersecurity is desirable
• Previous working experience with highly technical products
• Strong communication and ability to talk about complex technical concepts in a simple way
• Ability to collaborate effectively with multiple internal stakeholders
• Customer-centric thinking and the ability to create great customer experience, based on a data-driven approach

Hack The Box is a leading gamified cybersecurity upskilling, certification, and talent assessment platform enabling individuals, businesses, government institutions, and universities to sharpen their offensive and defensive security expertise.

Launched in 2017, Hack The Box brings together the largest global cybersecurity community of more than 2m platform members and is on a mission to create and connect cyber-ready humans and organizations through highly engaging hacking experiences that cultivate out-of-the-box thinking. Offering a fully guided and exploratory skills development environment, Hack The Box is the ideal solution for cybersecurity professionals and organizations to continuously enhance their cyber-attack readiness by improving their red, blue, and purple team capabilities.

Rapidly growing its international footprint and reach, Hack The Box is headquartered in the UK, with additional offices in Greece and the US.

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Tagged as: Customer Experience, customer support