Hypori is looking for a Customer Success Manager (CSM) that has the drive and passion to delight customers throughout their Hypori journey. The CSM will proactively manage a subset of our customer base with the goal of supporting the customer from onboarding through adoption and use expansion. The CSM will align closely with our sales and engineering teams, consult with expert services, and build a success strategy to support the customer throughout their lifecycle.

This position is an integral part of our long-term relationship with customers, and the efforts put forth by this individual will directly impact the value realized and the ultimate success of that partnership. Hypori focuses on the customer experience and ensuring each client is fully onboarded, realizing value quickly, and ultimately driving adoption with outcomes that lead to renewals.

The CSM will work strategically and possess proper knowledge of the company's products and services to support and share knowledge with our user community, deliver on their requests, and recognize when to escalate issues to other departments. The successful CSM will have a minimum of 3 years of experience to help integrate, adopt, and deliver success criteria to maximize the customer’s investment by growing advocates and working proactively to be the ultimate voice of the customer. 

Responsibilities:

• Lead post-sales activities on a portfolio of customers through strong relationship-building, product knowledge, planning, and execution
• Recognize, understand, and translate technical problems to find solutions for customers’ value requirements
• Retain long-term relationships through advocacy by providing value throughout the customer partnership
• Possess excellent time management skills with the ability to track numerous details and competing priorities
• Analyze data independently to discover insights that drive recommendations for clients
• Identify risks, KPIs, and opportunities for improvement and collaborate with internal teams to develop clear plans of action
• Establish and oversee the customer’s adoption, ensure training needs are met, and develop best practices to continually drive the customer return on investment (ROI)
• Proactively identify and mitigate risk
• Proactively identify opportunities for growth of the account based on Customer insight and research (i.e., press releases).
• Provide ideas and help create community content ensuring customers get answers to their questions

Qualifications:

• Minimum of 3 years experience as a Customer Success Manager (CSM) in a SaaS environment.
• Minimum Bachelor’s degree in business, computer science, IT related field or 10+ years related experience.
• Strong communication and customer (video) interaction skills
• Excellent written and oral communication skills
• Ability to multi-task and provide timely follow-up 
• Demonstrated ability to be proactive and take initiative to get things done
• Ability to work in a fast paced, multiple account environment
• Proven team player
• Strong client empathy, a deep understanding of value drivers, and passion for solving complex problems and driving results
• Fast learner, adept in understanding and articulating new technologies
• Previous consultative role desirable
• Ability to travel as necessary up to 10% possible (when safe to do so)
• Certified Customer Success Manager (CCSM Level 1) certification is required

Technical:

• Experience and/or understanding of SaaS/Cloud solutions and technology preferred
• Experience and/or understanding of cyber security principles and overall cyber product marketplace
• Understanding of organizational change management
• Able to interpret technical requirements and translate solutions to involved parties up to C-level or enterprise level customer stakeholders
• Salesforce experience desirable

Personal:
We are looking for a tenacious, outgoing, social, curious, and structured team member. You have a strong solution driven focus and a real passion for delighting customers every step of the journey.