Scaled Customer Success Advisor (Cyber Security)

TL;DR

Scaled Customer Success Advisor (Cyber Security): Providing support to customers via digital communication channels, ensuring a smooth and effective customer experience and using your cyber security knowledge. Focus on driving usage and adoption at scale, as well as responding to customer inquiries and advise customers on resources to solve technical challenges.

Location: Must be based in the US

Salary: $63,800.00 - 86,300.00 USD Annual

Company

hirify.global's vision is to create a secure digital world for its customers, industry, and communities by challenging what’s possible and driving extraordinary impact.

What you will do

• Respond to inbound customer inquiries via email or digital customer triggers, ensuring timely and successful responses.
• Guide customers by referring them to appropriate resources like hirify.global Academy, Forum, Blog, or Customer Training.
• Resolve customer challenges related to product usage and account queries, providing advice on resources for technical issues.
• Record customer sentiment towards hirify.global and share health forecasts with CS leadership and the Renewals and Sales teams.
• Identify and escalate complex or unresolved issues to the appropriate department/team for resolution.
• Collect and report customer feedback to improve service delivery and enhance customer satisfaction.

Requirements

• Proven experience in a customer success or service role, ideally in a digital environment.
• 5-6+ years of experience in SaaS customer service with a proven track record of exceeding CS KPIs.
• Experience working in Cyber Security, SaaS and/or Technology.
• Attention to detail and excellent communication skills demonstrated through email, Slack, customer calls, and internal meetings.
• Ability to successfully balance a wide variety of daily tasks and adjust priorities.
• Experience with CRM software (e.g., Zendesk, Salesforce).

Nice to have

• Language skills are desirable.
• Familiarity with working across multiple EMEA regions will be a distinctive advantage.

Culture & Benefits

• Dynamic and collaborative workplace where new ideas are welcome.
• Committed to fair and equitable compensation practices.
• Opportunity to solve some of the toughest challenges in cybersecurity.