• Manage client information and interactions within our CRM for optimal organization and service • Conduct ongoing follow-ups with existing clients to ensure satisfaction and retention • Maintain consistent communication using digital tools • Develop and implement online marketing strategies to enhance brand presence • Drive lead generation to expand client base • Participate in professional development and mindset training • Communicate professionally with prospective clients to build strong relationships • Attend virtual team leadership sessions • Set and manage self-directed goals in alignment with our mission

• Conduct high-volume outbound calls to physicians, Medspa owners, and aesthetic practices. • Re-engage existing system owners to identify expansion, upgrade, or replacement opportunities. • Introduce the company’s aesthetic technology portfolio at a high level and assess interest, need, and timing. • Confidently navigate gatekeepers and connect with key decision-makers. • Qualify leads based on defined criteria (practice type, budget, authority, need, timeline). • Accurately document call outcomes and opportunity details in Salesforce or the designated CRM. • Maintain consistent outbound activity aligned with KPIs and performance targets. • Collaborate with sales leadership to refine messaging, targeting strategy, and qualification standards.

Role Description 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! - Drive engagement along the Hack The Box journey with public sector clients. - Execute outcomes from success criteria for the world’s largest enterprises, universities, and governmental organizations. - Become their trusted partner and assure a great user experience leading to long-lasting relationships. Qualifications - Experience working with federal organizations (e.g., Army, Air Force, government agencies) — civilian federal roles do not apply. - 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. Requirements - 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. Benefits - Compensation: $96,000-126,000 (OTE). - 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. Company Description Hack The Box is the Cyber Performance Center with the mission to provide a human-first platform to create and maintain high-performing cybersecurity individuals and organizations. Hack The Box is the only platform that unites upskilling, workforce development, and the human focus in the cybersecurity industry, and it’s trusted by organizations worldwide for driving their teams to peak performance. - Launched in 2017, Hack The Box brings together the largest global cybersecurity community of more than 2.6 million platform members. - Rapidly growing its international footprint and reach, Hack The Box is headquartered in the UK, with additional offices in the US, Australia, and Greece.

• Review existing processes and continue to iterate and implement a customer success strategy focused on CSM contributions to value realization, renewals, and growth • Advance the organization toward a tech-enabled, solutions-focused model inspired by best practices in the technology industry • Evolve the current structure into a mature, scalable operating model for a global Customer Success organization • Serve as a thought partner to the SVP and senior leadership, contributing to the long-term roadmap for Customer Success at Elsevier • Lead and inspire a high-performing team of regional leaders and their organizations; provide mentorship, performance management, and professional growth paths • Foster a strong culture of accountability, innovation, and customer-centricity • Partner with Sales, Marketing and Product leaders to drive engagement strategies that reduce churn, increase renewal rates, and expand customer footprint • Ensure teams build strategic relationships with institutional customers, functioning as trusted advisors to product champions, senior academic and government stakeholders • Drive customer advocacy, NPS, and customer health metrics through data-informed decision-making and proactive engagement strategies • Lead and contribute to cross-functional initiatives in CSM enablement, Operations, Success Planning, and Customer Impact Management • Champion the development of tooling, dashboards, and processes to measure customer success outcomes globally • Use metrics, analytics, and feedback loops to continuously refine engagement strategy and customer experience across regions.