Hygraph is hiring a
Senior Customer Success Manager

Summary

The job is for a Senior Customer Success Manager at Hygraph, a dynamic Berlin-based startup. The role involves managing customer relationships, project management, advising customers on best practices, and identifying expansion opportunities. The candidate should have at least 4 years of professional experience in an outward-facing role such as customer success management, technical account management, or technical consulting.

Requirements

• At least 4 years of professional experience in an outward-facing role such as customer success management, technical account management, or technical consulting
• Experience with Headless products is mandatory (CMS, PIM, E-comm, or other tools. Agency background is beneficial.)
• Familiarity with current web and mobile technologies in the context of project development
• Experience working with annual or multi-year subscription sales models
• Experience working with solution architects, developers, and/or technical support teams to solve customers’ technical challenges
• Ability to prioritize a large number of competing requests and ability to thrive under pressure
• Excellent English communication skills, both verbal and written

Responsibilities

• Project manage successful onboardings
• Advise customers on best practices to ensure long-term project success
• Help customers establish Centres of Excellence
• Define what success and value mean for each customer, to ensure that their implementation achieves their business goals
• Becoming a trusted advisor to our customers and serving as their advocate for Hygraph
• Be an active project manager for customers' projects at each stage in their journey with us
• Developing strong knowledge of the product and our best practices, working closely with the product team on product delivery and feedback
• Identifying expansion opportunities with your customers and coordinating with our sales team to achieve win-win contract growth
• Being in continuous touch with both, business leaders, as well as developers, and other stakeholders
• Preparing, organizing, and leading check-in calls, meetings, and business reviews with customers
• Connect customers with other subject matter experts within Hygraph
• Efficiently prioritizing and addressing multiple requests from multiple customers

Preferred Qualifications

• CMS experience and knowledge (either as a developer or author) are a plus
• Success driving strategy and achieving outcomes for large companies is a big plus (Fortune 500, Global 2000, etc.)