Customer Success Specialist (EMEA, REMOTE)

Welcome! Super excited you dropped by 🥳

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).

About Hack The Box

Hack The Box is a massive hacking playground, and infosec community of over 1.0m platform members who learn, hack, play, exchange ideas and methodologies. We are an online cybersecurity training platform that allows individuals, businesses, universities, and all kinds of organizations all around the world to level up their offensive and defensive security skills through a fully gamified and engaging learning environment.

Exciting News: In Jan 2023 we secured $55 Million in Series B Funding Led by Carlyle 🚀 The new investment will accelerate Hack The Box’s growth trajectory with a focus on further building out its category-defining “gamer-first” solutions offering. Hack The Box will also enhance its go-to-market function, doubling down on the company’s ongoing international expansion with strong commercial traction in the US, Europe, and APAC.

About the role

HTB is looking for an Enterprise Customer Success Specialist based in the EMEA region to partner with our enterprise 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, you’re an HTBer who’s fascinated with our hands-on & gamified way of training cybersecurity pros. You’re 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 enterprise customers.

Responsibilities

• Establish a trusted advisor relationship to help drive the continued value of our products and services
• Drive retention and growth among our most valuable enterprise customers by understanding their business needs and helping them succeed
• Maintain a cadence of communication with enterprise customers about usage adoption, sentiment, product feedback - all the while seeking out opportunities for deeper engagement
• Identify opportunities for enterprise 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
• Represent the voice of the customer inside HTB
• Devise usage adoption plans and strategies
• Inform customers about new products and features and existing unpurchased services
• Work with the customer support team to ensure that technical issues for enterprise customers are dealt with promptly and that the customer is satisfied.
• Explore cross and upsell opportunities, as well as renewal opportunities
• Respond to customer queries in a timely and accurate way
• Develop low-touch automation strategies to keep segments of our customer base engaged.

Requirements

• Previous experience with customer support, consulting, sales engineering or customer success roles, ideally in the cybersecurity/tech industry
• Familiarity with the cybersecurity industry (pen-testing, cybersecurity consulting/training) or with tech products in general will be considered a plus
• Fluency in English laguage (oral & written)
• Excellent communication skills and focus on customer experience
• Ideally, an existing HTB player

Benefits

Why do you want to work at Hack The Box?

• You’ll have the chance to shape the industry of cybersecurity training
• You’ll be able to grow as we grow and solve challenging problems working with people all over the world
• You'll collaborate with an international, friendly and talented team of individuals
• You’ll definitely enjoy working with us 🥳

We have also other benefits that will keep you happy:

• Private insurance
• Free lunch & snacks at the office
• 25 annual leave days
• Dedicated budget for training and professional development, participation in conferences
• State-of-the-art equipment (mac, iPhone, and mobile plan)
• Full access to the Hack The Box lab offerings; so you can learn how to hack
• Flexible/Hybrid working - Can be fully remote

Selection Process:

1. A conversation with the Talent Acquisition team to know us better and to share more info about HTB and the role
2. A bit more of a technical conversation with the hiring manager to get a better understanding of your experience and achievements
3. A challenge related to the job and conversation about the way you have approached it. This will really help us understand your skillset and have a fair selection process.
4. Offer 🎉