Hypercare Manager
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Job Description
Hypercare Manager orchestrating post-onboarding experience for DTC brands at Portless. Ensuring client stabilization before transition to customer success management.
Responsibilities:
- Own the Hypercare Program End-to-End
- Serve as the primary point of contact for all merchants in active Hypercare status — enrolled within 24 hours of first live shipment and owned through formal three-way graduation sign-off.
- Run the full four-phase framework: Phase 1 (Days 1–15, Stabilization), Phase 2 (Days 16–30, Enablement & Orientation), Phase 3 (Days 31–45, Optimization), and Phase 4 (Days 46–60, Graduation) for Enterprise and Strategic merchants.
- Manage quality assurance across invoice accuracy, order fulfillment, SLA adherence, carrier performance, and overall merchant experience throughout the Hypercare window.
- Track and enforce graduation criteria for each assigned account, including a clean handoff brief covering open items, health score, expansion signals, relationship notes, and recommended next steps for the incoming lifecycle CSM.
- Lead Phase 1 escalation triage: own all P1 and P2 issues during the stabilization window, coordinating with Tier 2 Support to meet a <2-hour response target on critical escalations.
- Run daily checklists in Phase 1, including order import validation, tracking visibility, invoice accuracy, and fulfillment SLA adherence — flagging blockers proactively before merchants feel them.
- Partner with Implementations on outstanding technical items through Phase 3, and engage Sales for commercial adjustments or at-risk accounts as needed.
- Escalate Enterprise and P1-level issues to the Head of CSM and VP of CS within defined SLAs; document all escalations in HubSpot and the Handoff Brief.
- Deliver the full merchant education curriculum across the Hypercare window: Welcome Pack (Day 1), Portal Walkthrough Guide (Day 5), Invoice & Billing Explainer (Phase 2), and Order Status & Tracking Guide (Phase 2).
- Lead the Phase 2 Orientation Call and Phase 3 QBR (Hypercare Edition), including expansion readiness conversations and Onward Package Protection or OpenBorder/IEAS coverage where applicable.
- Introduce the lifecycle CSM formally during the Phase 2–3 transition and ensure they are prepared to take full ownership at graduation.
- Update HubSpot Hypercare fields weekly: health score (Green/Yellow/Red), phase completion dates, graduation status, and revenue milestone tracking.
- Own the At-Risk Merchant Protocol when health scores deteriorate: document root cause, engage lifecycle CSM, notify CS leadership, and pause graduation timelines until health recovers.
- Contribute to Q2 program KPIs: 100% enrollment rate, ≥90% graduation rate, <5% early churn, Phase 1 P1 close rate ≥95%, and NPS ≥35 at graduation.
- Identify patterns from Hypercare data — billing confusion, routing failures, tracking gaps, integration failures — and translate them into playbook improvements and proactive onboarding materials.
- Collaborate with the broader CS team to share learnings and refine the tiered framework across Enterprise, Strategic, and Growth segments.
- Support the Australia market risk reduction initiative, ensuring all Australian merchants receive Strategic/Enterprise-level coverage with validated price cards, invoice clarity, and a confirmed carrier mix of 2–3+ carriers before graduation.
Requirements:
- 5+ years of project management, customer success, or account management experience — ideally with ownership of structured, multi-phase client programs.
- Experience in logistics, e-commerce fulfillment, or supply chain strongly preferred; familiarity with cross-border shipping operations is a meaningful advantage.
- Comfortable coordinating across time zones with international operations teams in China and Vietnam.
- Strong communicator — able to translate operational issues into clear, client-friendly messaging that is rooted in action and builds trust early.
- Detail-oriented with a bias toward speed and resolution over process; you know when to escalate and when to close the loop yourself.
- Experience with e-commerce platforms (Shopify, WooCommerce) and fulfillment tooling is a plus; familiarity with HubSpot and Intercom is helpful.
- Ability to manage multiple high-priority accounts simultaneously across different Hypercare phases without dropping the ball.
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