Strategic Customer Success Manager

Summary

Join Hyperproof as a Strategic Customer Success Manager and be the face of the organization for existing customers and channel partners. Act as a trusted business advisor, deeply understanding customer needs, ensuring product value delivery, providing ongoing support, and creating an exceptional customer experience. You will be the primary point of contact for customers, managing their relationships and resolving issues. Responsibilities include guiding customers through their journey, developing success strategies, identifying upsell opportunities, and collaborating with internal stakeholders. Success will be measured by positive customer health and value scores, complete account ownership, and becoming a strategic resource for customers. This fully remote role requires 5+ years of experience in SaaS/Technology customer success and a Bachelor’s Degree is preferred.

Requirements

• 5+ years of experiencing delivering success to end using customers in a SaaS/Technology environment
• Experience in operating with significant autonomy in complex and ambiguous situations

Responsibilities

• You’ll be the main point of contact, owning the customer relationship, and serving as the customer’s primary escalation path to mitigate and resolve customer issues
• You’ll move the customer along the defined customer journey, helping deliver, measure and manage value outcomes
• You'll develop tactics, objectives and key results, activities, and milestones to deliver success, and drive that within the portfolio
• You'll Work alongside account management to ensure upsell opportunities are identified, prioritized, supported, and won
• You'll partner with internal stakeholders to deliver on customer feature requests, resolve product issues, and understand our product roadmap in the context of our customer’s needs
• You'll elevate customer behavior, business needs, risks, blockers, and successes internally in partnership with Customer Success leadership
• You'll be a driver for positive customer health and value scores
• You'll take 100% ownership of all account operations
• Within your first 3 months you'll become a Hyperproof Product Expert
• Within your first 6 months you'll be seen and utilized as a strategic resource to your customers

Preferred Qualifications

• Bachelor’s Degree preferred
• Familiarity with InfoSec/Regulatory compliance

Benefits

• Annual compensation reviews + equity
• Unlimited PTO: strongly encouraged to unplug and recharge
• Health: coverage for medical, dental, and vision - employee and dependents
• 401K, which vests immediately, complete with a 4% company match
• 12 weeks of Parental leave and 1 year free diapers and wipes with Honest
• Annual company in-person events and quarterly in-person connects
• $500 home office stipend - at the time of hire. Any additional home office needs are requested as needed
• $100 quarterly paid wellness stipend
• Pet insurance discount
• Slack channel notifications turn off after 5 pm based on your time zone
• Two Hypercharge weeks of rest where we close company-wide (July & Dec)