Customer Success Representative

CodeHunter is a leading SaaS cloud solution provider specializing in the identification and prevention of unknown malware threats. Our cutting-edge technology offers a proactive approach to secure digital assets for businesses across various industries. We are dedicated to providing exceptional customer support and building lasting relationships with our clients.

We are seeking a Customer Success Representative (CSR) to join our growing team. In this role, you will be the first point of contact for customers, ensuring they have a seamless experience with our platform. You will help onboard new clients, address inquiries, and proactively support their success, contributing to high retention and satisfaction rates.

Key Responsibilities

• Customer Support & Onboarding
• Guide new customers through the onboarding process, ensuring they understand and utilize CodeHunter's platform effectively
• Provide prompt and professional responses to customer inquiries via email, chat, and phone
• Troubleshoot basic technical issues and escalate more complex cases to the appropriate teams
• Customer Engagement & Retention
• Build and maintain positive relationships with customers, ensuring ongoing satisfaction and engagement
• Monitor customer usage and proactively reach out to address potential challenges or improvement opportunities
• Assist in collecting customer feedback to help improve products, services, and overall user experience
• Collaboration & Process Improvement
• Work closely with the Customer Success Manager (CSM) and support teams to ensure a smooth customer journey
• Maintain accurate records of customer interactions and insights using HubSpot CRM
• Contribute to the development of FAQs, knowledge base articles, and training materials to enhance customer self-service options
  
  

Requirements

• Bachelor's degree in business administration, marketing, or a related field is preferred but not required
• Minimum 3 years of experience in customer support, preferably in a SaaS or technology-based company
• Proven experience using HubSpot CRM, with a strong understanding of its features and capabilities
• Demonstrated ability to lead, motivate, and manage teams effectively
• Excellent interpersonal, communication, and negotiation skills
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
• Ability to work well under pressure and adapt to changing priorities
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Knowledge of the cybersecurity industry and familiarity with malware detection solutions is a plus
• Must be eligible to work in the United States without sponsorship and pass a background check
• DC metro locals preferred
  
  
  

Benefits

• 401K
• Health coverage
• Vision and dental coverage
• Company-sponsored training
• Parking or metro benefits
• Catered lunches
• Generous PTO policy
  
  

CodeHunter is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

About CodeHunter

At CodeHunter, we have developed a new way to detect malware hidden deep within code. Using patented behavior computation technology, CodeHunter models the behaviors of a software program at the binary level and does so at scale. After processing a file, CodeHunter displays the results of the analysis within minutes, identifying suspicious behaviors, thereby helping organizations achieve zero-trust standards and reducing the time to discovery.