Associate Customer Success Manager

About the role

We transform human behavior into a powerful layer of cyber defense. As our Associate Customer Success Manager, you will play a critical role in scaling our operations and driving success for our small and medium-sized business (SMB) customers.

Responsibilities

• Manage a pooled portfolio of SMB accounts through scaled, digital-touch strategies and automated processes
• Drive customer adoption, satisfaction, and long-term retention through proactive touchpoints and data-driven insights
• Support customers with onboarding and training, ensuring they see immediate value from the Hoxhunt platform
• Identify and execute on upselling and cross-selling opportunities to grow account ARR
• Continuously improve and develop our scaled customer success processes to elevate the customer experience
• Collaborate closely with a shared pool of Customer Success Managers to collectively address customer needs and ensure seamless support

Requirements

• 1 year of professional experience preferably in customer success, account management, sales, or project management
• A deep fascination with data and the proven ability to use data to support your decisions and define necessary actions
• Excellent prioritization skills and a disciplined approach to managing project timelines while always putting the customer first
• A strong interest in technology and the confidence to master new technical tools quickly
• A passionate, solution-oriented mindset with the courage to improve and develop processes when needed
• Bonus points if you also bring proven experience and results in upselling and cross-selling, have previous experience onboarding or training customers at scale, or have background experience from the cybersecurity industry or early-stage SaaS startups

Qualifications

Master the Hoxhunt platform, understand our scaled SMB customer journey, begin managing digital touchpoints within the pooled account model, and build strong relationships with your Customer Success team members.

By month 6, confidently manage proactive and reactive customer engagements, utilize data to define necessary actions for account health, successfully drive adoption and retention metrics, and actively identify opportunities for process improvements and account expansion.

Skills

• Data-driven decision-making
• Customer relationship management
• Proactive problem-solving
• Effective communication and collaboration
• Technical proficiency with Hoxhunt platform

Benefits

• Compensation: Base salary range of $70,000 to $75,000 USD, with variable pay bringing the total on-target earnings to $90,000 to $95,000 USD
• Flexible working hours with regular in-office time (typically two to three days per week)
• High performance meets high humanity: an environment built on extreme kindness, support, and psychological safety
• Authentic trust and autonomy: a culture free of micromanagement, giving you the autonomy to take real ownership, drive impact, and shape things early on
• A product you can be proud of: a multi-award-winning product that end-users genuinely love
• The perks that matter: comprehensive benefits package including medical, dental, and vision coverage (with a portion of premiums covered by the company), life insurance, PTO, 11 paid holidays plus 2 floating holidays, wellness benefits, paid parental leave, a 401(k) match, and more
• Collaborate from our wonderful office in Minneapolis!

Pay

$70,000 to $75,000 USD base salary, with variable pay bringing the total on-target earnings to $90,000 to $95,000 USD

Schedule

Flexible working hours with regular in-office time (typically two to three days per week)