Customer Success Manager, Hyperscience

• 3-5 years experience in account management, customer success, software implementation or automation consultancy
• Experience with large enterprises and government agencies with complex organizational and operational challenges
• Experienced in the B2B tech space or with SaaS companies
• You have a passion for solving real world problems and find satisfactions in making our customers successful
• High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
• Self-starter able to take on tasks with minimal oversight and guidance
• Love of learning and an aptitude for absorbing and synthesizing technically complex information
• Proven ability to work with top executives on critical (and expensive) issues
• Excellent communication (written and verbal) and presentation skills, both internally and externally
• Demonstrated success at leading projects with customer teams at various levels of technical and non-technical depth
• Available to travel to on-site customer meetings periodically - we expect CSMs will travel 10-20% of the work days each month within EMEA once it is safe to resume travel

Desirable

• The Customer Success Manager (CSM) will connect with their assigned Hyperscience customers immediately post-sales
• You will partner closely with the Implementation Managers and own the ongoing customer relationships post-implementation
• Once the customer has gone live, the CSM will work cross-functionally to help customers deploy new use cases, track adoption and ensure each customer achieves their desired outcomes
• Successful CSMs will be excited by having the freedom of doing the “best job possible”, owning high-touch, high-impact relationships with executive stakeholders at global enterprises and government agencies, and driving real improvement in customer operations through our software
• This is a full-time position, fully remote, reporting to the Director of Customer Success
• Build deep, long-lasting relationships with our customers post-sales at multiple organizational levels, from technical users to executives
• Become intimately familiar with the business realities of the customers and provide prescriptive solutions to help solve their business challenges
• Effectively manage and prioritize multiple customers with competing needs and varying processes while maintaining a high-touch customer experience
• Measure and drive adoption metrics
• Work closely with customers to launch new use cases; monitor key milestones and leverage executive relationships to ensure project timelines are met
• Act as an escalation point for customer’s technical support requests, help prioritize issues and perform root cause analysis to deliver long term gains
• Monitor customer health metrics to stay ahead of customer frustrations and work cross-functionally to identify and drive internal areas of improvement
• Assist customers with resource planning to test and deploy Hyperscience updates and releases on a regular cadence
• Provide inputs into product roadmap discussions and advocate for product features that are as closely aligned to customer requirements as possible
• Collaborate with Account Executives to track and execute contract renewals and actively pursue upsell and expansion opportunities
• Liaise with Marketing team to coordinate customer events and create content for case studies and other customer-centric collaterals