Ready to embark on the quest of joining Hack The Box? At the end of this thrilling journey, you'll become a proud member of Hack The Box, with the ultimate mission to help redefine cybersecurity expertise. Get ready for an exciting adventure into the world of cybersecurity! 🚀🔒💻 ✨The core mission of the Federal Sr. Renewals Specialist: The HTB Federal client base is growing fast and at the same time, due to our great product, we are able to achieve high retention. To support our Revenue organization, we'll be bringing on the team a Senior Renewals Specialist for the US Federal business. This role is responsible for renewing, up-selling, and optimizing license subscription contracts for the US federal government. Your core mission is to ensure seamless contract continuation by negotiating favorable terms that align with government regulations, mission needs, and company goals. It also involves building key relationships with budget holders, contracting departments/officers, and resellers, as well as becoming a trusted advisor for all of their contract requests. As part of your role, you will be responsible for delivering our renewal process for a set of accounts assigned to you. You will need to identify HTB platform usage trends and other important information collected throughout HTB interactions with the customer, which ultimately will enable you to generate a meaningful and beneficial for the customer proposal upon the renewal of their HTB annual subscription. 🍺 The fellowship you’ll be joining: Reporting to the Head of Renewals, you will be part of the Customer Success department and, more specifically, the Renewals team. You’ll also be able to connect with multiple internal stakeholders (Customer Success Managers, Account Executives, Solution Engineers, Business Operations, Sales Ops, Legal, Finance), improve workflows and manage your own schedule. Clear communication, high organizational skills, teamwork, and some experience in general administration are the requirements that you’ll need to have, in order to be successful in the role. ⚔️ Technology tools & weapons you’ll be using: Hubspot, ChurnZero, Pandadoc, Jira, Slack 📚 Interesting resources you should check: - Customer Stories - A lookback at HTB 2025 Revenue Kickoff event - Humans of HTB: Anna’s journey into HTB customer success scaling team 🚀 The adventures that await you after becoming the Federal Sr. Renewals Specialist at Hack The Box: - Owning the renewal process for a portfolio of HTB Federal customers, being their go-to point of contact with all commercial matters regarding the renewal of their annual subscription service/contract - Taking care of all administrative duties relating to renewals including: researching customer contracts and purchasing history to generate a timely renewal proposal, guiding the customer through the renewal cycle, tracking the Purchase Order, tracking the payment - Building effective relationships with commercial contacts (budget holders, contracting departments/officers) within our Federal client base, as well as distributors and resellers - Understanding and following the sales process for different departments within the USG as it pertains to budget allocation, preferred contract vehicles, and potential pitfalls in those processes. - Engaging directly with customers to propose the value proposition of HTB’s products & solutions, support business requirements, and overcome objections to ensure the success of upcoming renewals - Collaborating with different internal stakeholders (Customer Success, Sales, Business Operations, Legal, Finance, etc) - Forecasting and tracking account-based metrics, e.g. probability of renewal deal to close, on-time renewal - Regularly updating and utilizing internal systems (Hubspot and ChurnZero) to accurately manage client renewal information, status, and reports - Developing deep expertise and understanding of Hack The Box products to drive positive renewals - Ability to work within a global company 🏆 Skills, knowledge, and experience points required to unlock the role of the Federal Senior Renewals Specialist at Hack The Box: - 5+ years experience with contract renewal/account management - Customer service or/and administration experience - Experience working within the US government - A deep understanding of the complexities of US government procurement and contracting is essential. - Understanding of how to appropriately respond to RFQs and RFPs along with understanding specific guidelines for responses. - Experience in negotiating complex, multi-year agreements. - Strong process management, financial acumen, and strict compliance with policies. - Ability to overcome customer objections - Self-starter, positive attitude, strong work ethic, attention to detail, comfortable working to deadlines - Ability to work with minimal supervision, with a proactive approach to completing assigned tasks - Strong interpersonal and problem-solving skills - Ability to communicate effectively with customers by email and verbally - Willingness to contribute new ideas for how to improve and make our renewals procedure more effective - Experience using Hubspot/ChurnZero would be considered a strong asset 🕹️ What your Hack The Box adventure will have in store: 🎯You'll have the exhilarating opportunity to contribute to a product that is highly appreciated by users and the cybersecurity community at large. 🎯 You'll experience a highly supportive and caring environment, fostering growth, flexibility, and autonomy. 🎯 You'll embark on an exciting journey of continuous learning and problem-solving, leveling up as our organization grows. 🎯 Most importantly, you'll have a blast at HTB 🥳 because fun is an essential ingredient in our recipe for success! Just wait until you see our global meet-ups! 💰The gems you’ll be enjoying as a Federal Senior Renewals Specialist : - USD 78,000-84,000 OTE (80/20 split) - Medical, Dental & Vision (employee coverage 100% paid for by Hack The Box) - 401K w/ employer match - Employer-paid Life and AD&D Insurance - Supplemental Life Insurance - Short-term and Long-term Disability - Healthcare and Dependent Care FSA - Paid paternity & maternity leave - 25 annual leave days - Home Office Allowance - 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 😉 🗺️ The Quest of Becoming Hack The Box’s Federal Sr. Renewals Specialist : - Level 1: To complete level one’s objective, submit your application.  - Level 2: Complete an asynchronous video interview. - Level 3: Meet the Talent Acquisition team. Level’s objective: highlight your past achievements, ambitions, and values. - Level 4: Meet the hiring manager. Level’s objective: connect with the hiring manager and share with them your achievements.  - Level 5: Complete an assignment that aligns with day-to-day job-related tasks and responsibilities. - Level 6: Congratulations! Not many reach this level 💪. Level’s objective: have a constructive, final conversation with senior leadership to explore the role and your future at HTB.  - Level 7: You've 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, you’re officially one of us 🥳🎉🎇Your next quest: complete the onboarding. Hack Your Career, Today. Join us in this epic adventure of cybersecurity at Hack The Box! 🚀🔒💻 At Hack The Box, we are on a quest to find the most exceptional and enthusiastic talent to join our team. Whether or not you consider yourself a gamer, we value what makes you unique and want to know more about you. This job post provides just a glimpse of the incredible gamified experience our business and consumer customers enjoy through our platforms. So, if you're ready to embark on a journey of disruption, growth, and adventure, we can't wait to meet you! ABOUT HACK THE BOX Hack The Box (HTB) is the cybersecurity upskilling and talent development platform trusted by individuals, enterprises, and government agencies to sharpen offensive and defensive capabilities. Powered by a vibrant global community and hands‑on, real‑world training, HTB helps security teams practice like attackers, validate skills continuously, and move faster against emerging threats. We’re scaling rapidly across the enterprise market—especially in Financial Services, MSSPs, and Technology—and we’re just getting started. If you’re excited to turn technical depth into crisp stories, to shape a category, and to fuel measurable growth in a fast, collaborative environment—come build with us. 🚨 Exciting News: - We are super proud to share that Hack The Box’s entities in the US, the UK & Greece have been certified as a Great Place to Work (2024-2026).  - Furthermore, Hack The Box’s Greek entity has been listed by the Great Place to Work Institute in the Top 5 of Best Workplaces for three consecutive years (4th, 2nd, 3rd)  - On the European level, the Greek entity has been listed as Best Workplace in Europe for three consecutive years - Take a sneak peek at how it is to be part of HTB and our 2023 Global Retreat. Get more insights about our HTB culture and employee experience by visiting the “about us” section of our site, our career site, and Glassdoor. At Hack The Box, we are committed to fostering a diverse, inclusive, and equitable workplace. We believe that diversity enriches our performance, services, and the communities we serve. As such, we ensure that all job applications are considered solely based on merit, skills, and qualifications. We do not discriminate on grounds of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are dedicated to providing a fair and respectful work environment that reflects our values. Hack The Box participates in E-Verify. For more information, please click here and here

• Provide operational and administrative support to the Service Delivery group. • Ensure timely and efficient resolution of customer requests. • Monitor inbound customer tickets and route requests to appropriate internal teams. • Respond directly to customer information requests within defined scope. • Proactively manage and progress open tickets within agreed SLAs. • Escalate customer issues in accordance with defined procedures. • Coordinate between internal technical teams and customers to ensure timely delivery. • Identify recurring operational issues and recommend process improvements. • Analyze ticket trends and suggest measures to improve efficiency. • Ensure adherence to company security policies and compliance standards.

Title: Client Success Manager Reports to: Director of Client Success Location: Remote, USA About the Role At PaulHood we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm. As a Client Success Manager, you’ll serve as the primary point of contact for a designated book of business, responsible for managing client relationships and ensuring all work is completed accurately and on time across our teams. The position oversees client workflows, deadlines, escalations, and renewals while coordinating with internal teams to deliver seamless service. In addition to maintaining client satisfaction and retention, this role contributes to revenue growth by identifying upsell opportunities and ensuring service agreements are properly priced. Success in this position requires strong communication, organization, and accountability to effectively manage client expectations and outcomes. This role is a vital part of delivering on our firm’s mission to redefine what clients can expect from a relationship with their financial services partner. By keeping projects moving, removing friction, and ensuring deadlines are met, you’ll play a direct role in building trust and demonstrating the value of our year-round membership model. To do this well, you’ll need to be highly organized, client-focused, and proactive, with the ability to manage a high-volume book of business while maintaining accuracy and strong client relationships. You’ll need to communicate clearly, build trust in every interaction, and confidently triage and resolve issues, even when they require coordination across teams you don’t directly manage. You’ll also need the ability to think strategically about client retention while staying hands-on with workflows, deadlines, and escalations. You’ll also need 2–4 years of experience in Customer Success, Account Management, or Customer Service, along with moderate tax fluency and some experience in accounting or financial services. Comfort with owning Net Revenue Retention, using CRM or tax practice software, and leveraging automation tools will be key. If you’re entrepreneurial, innovative, and excited to build processes from scratch, you’ll be set up to succeed in this role. What You Will Do - Serve as the main point of contact for your book of business - Tracking of all client workflows and return statuses across multiple entities and individuals, ensuring timely and accurate completion of work for your book of business - Build and maintain relationships with key client contacts - Take full responsibility for the timely resolution of any client escalations whether inbound from the client or flagged internally by a teammate - Ensure clients are meeting deadlines for input and document submission - Own escalations of client issues to complete resolution for their book of business, even if those require other teams or staff to resolve - Be responsible for the overall NRR (Net Revenue Retention) for their book of business - Assist with identifying and collaborating with our expansion team on potential upsell and cross-sale opportunities - Be responsible for re-tiering mis-priced service agreements - Own the validation of any client changes that come out of auto-renewals, including changes to payments, services, and/or client off-boarding. - Ensures client meetings are being scheduled - Ensures new clients under their book of business are successfully onboarded and contacted - Direct outbound phone call and email to newly onboarded accounts - Have a clear understanding of the expected timeline for work to be completed and help to properly manage client expectations throughout Experience You Will Need - 2-4 years of experience in Customer Success, Account Management, or Customer Service - A high school diploma is required. A college degree in a related field is preferred - Having a background in managing a book of business (customer success, account management, etc.) is preferred - Must be comfortable owning Net Retention for their book of business and understanding the work required to ensure the success of their clients throughout the course of the year to keep them coming back - Must be tech-savvy. Experience with CRM and tax practice software (e.g., Qount, CCH Axcess) is a plus - Basic tax literacy to understand the services we provide and the steps we take to get work done is a plus Who You Are - You can provide proactive relationship management and client service acumen - You have exceptional verbal and written communication skills, follow through on your commitments, and collaborate well with your peers to serve your clients effectively - You have professional-level organizational and process management skills, allowing you to manage a high-volume client workload without sacrificing quality - You can triage issues and assess potential escalations - You have a strong pulse on where work is sitting across the process and can effectively manage the efficiency of the work moving for their clients - You are comfortable with automation tools and templated communication - You see every interaction – even quick ones – as a chance to build trust and reassure clients they are in capable hands - You are innovative, creative, and entrepreneurial, and are always looking for ways to deliver more value with the time and resources available to you What’s In It For You You will join a forward-thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender-balanced leadership group reflects our belief in the power of varied perspectives to drive innovation. You’ll align with an organization that helps its clients optimize their financial health, enabling them to keep more, save more, and protect more of their money so they can use it for the things they care about most. In addition to the inherent satisfaction of aligning with a business that is changing the lives of thousands of people, you will receive stock options to align your rewards with the success of the company. Importantly, you’ll be part of a team that prioritizes trust, collaboration and having fun. We work hard and value rest. (Incumbent will be granted a generous allowance of time off per year, in addition to our 19 company holidays.) In addition, our benefits package includes: + Bonus Opportunity + Stock Options + Comprehensive Employee Benefits Package + 401k Program with Company Matching +Paid Volunteer Days + Educational/Personal Growth Reimbursement EEO and Diversity Statement PaulHood is an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws. If you need reasonable accommodation in the application or interview process, please tell us. At PaulHood, we champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all. Believing a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices, PaulHood will continue to champion a workplace culture that prizes diversity and inclusivity.

• Drive Customer Success outcomes by owning, managing, and growing overall customer health and value across our Arkalytics accounts • Build trusted relationships with customer stakeholders and develop a deep understanding of customer goals and strategic initiatives • Lead quarterly business reviews and strategic planning sessions with customers • Influence long-term customer value through increased product adoption, customer satisfaction, and overall account health • Identify, log and communicate risks and opportunities within accounts through customer engagement, product adoption, and feedback • Act as a trusted advisor to customers by helping them align Arkalytics with their organizational goals • Lead and support a small team of Customer Success Managers through mentorship, coaching, and ongoing development • Serve as a resource and escalation point for complex customer situations • Help establish and refine Customer Success processes, playbooks, and best practices • Set team goals and monitor performance to ensure consistent, high-quality customer engagement • Foster a collaborative and customer-centric culture across the Customer Success team • Work closely and cross-functionally with Implementation, Product, Service Delivery, Marketing, and Sales teams to ensure a seamless customer experience • Aggregate customer feedback and insights to help inform product improvements and roadmap discussions • Collaborate with internal teams to resolve customer issues and ensure timely responses to requests and service needs • Provide strategic input on customer success programs, onboarding approaches, and ongoing customer engagement strategies • Help ensure customers are receiving strong support and service throughout their lifecycle with Arkatechture