Customer Success Manager
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Job Description
Customer Success Manager owning onboarding, retention, renewals, and expansion for Hypori’s secure-mobility cybersecurity SaaS customers. Partnering with Sales, Product, Engineering, and Support.
Responsibilities:
- Own onboarding and adoption, building success plans with clear milestones for each customer
- Own gross and net retention for an assigned book of business
- Monitor health scores and usage to flag renewal risk early, and lead renewals with Account Executives
- Identify expansion opportunities and generate qualified expansion pipeline
- Build multi-threaded relationships from administrators to CISOs and CIOs, and run QBRs that show ROI
- Act as the voice of the customer to Product and Engineering, and partner with Support on escalations
- Keep account plans, renewal forecasts, and CS KPIs current in CRM
- Own the post-sale experience for commercial and regulated-industry customers, driving onboarding, adoption, renewals, and expansion
Requirements:
- 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS
- Proven track record of owning a book of business and exceeding retention, renewal, and expansion targets
- Experience managing the full customer lifecycle for enterprise or mid-market accounts
- Confident presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs
- Data-driven, with experience using health scores and KPIs to manage a portfolio
- Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango)
- Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers
- Working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts
- Experience building CS playbooks and processes at a growth-stage company
- Proactive, organized, and accountable, with excellent written and verbal communication
Benefits:
- Medical insurance
- Dental insurance
- Vision insurance
- Parental leave
- Life insurance
- Disability packages
- 401(k) plan with employer-matching contributions vesting starting from the first day of employment
- Annual performance bonus primarily contingent upon company-wide performance
- Investment in tools and skills required to be strong, collaborative colleagues and people managers
- Reasonable accommodation for applicants with disabilities where appropriate
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