Company Description
Hyperscience is a market leader in hyperautomation and a provider of enterprise AI infrastructure software. The Hyperscience Hypercell platform unlocks the value of an organization’s back office data through the automation of end-to-end processes, and transforms complex documents into LLM and RAG-ready data to power enterprise GenAI experiences. This enables organizations to transform manual, siloed processes into a strategic advantage, resulting in a faster path to decisions, actions, and revenue; positive and engaging customer, public, and patient experiences; and dramatic increases in productivity.
Leading organizations across the globe rely on Hyperscience to drive their hyperautomation initiatives, including American Express, Charles Schwab, Fidelity, HM Revenue and Customs, Mars, Stryker, The United States Social Security Administration, and The United States Veterans Affairs. The company is funded by top tier investors including Bessemer Venture Partners, Battery, FirstMark, Stripes, and Tiger Global.
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.
ResponsibilitiesBuild deep, long-lasting relationships with our customers post-sales at multiple organizational levels, from technical users to executivesBecome intimately familiar with the business realities of the customers and provide prescriptive solutions to help solve their business challengesEffectively manage and prioritize multiple customers with competing needs and varying processes while maintaining a high-touch customer experienceMeasure and drive adoption metricsWork closely with customers to launch new use cases; monitor key milestones and leverage executive relationships to ensure project timelines are metAct as an escalation point for customer’s technical support requests, help prioritize issues and perform root cause analysis to deliver long term gainsMonitor customer health metrics to stay ahead of customer frustrations and work cross-functionally to identify and drive internal areas of improvementAssist customers with resource planning to test and deploy Hyperscience updates and releases on a regular cadenceProvide inputs into product roadmap discussions and advocate for product features that are as closely aligned to customer requirements as possibleCollaborate with Account Executives to track and execute contract renewals and actively pursue upsell and expansion opportunitiesLiaise with Marketing team to coordinate customer events and create content for case studies and other customer-centric collateralsQualifications7+ years experience in account management, customer success, software implementation or automation consultancy Experience with large enterprises and government agencies with complex organizational and operational challengesExperienced in the B2B tech space or with SaaS companiesYou have a passion for solving real world problems and find satisfactions in making our customers successfulHigh emotional intelligence, including curiosity, empathy, self-awareness, and integritySelf-starter able to take on tasks with minimal oversight and guidanceLove of learning and an aptitude for absorbing and synthesizing technically complex informationProven ability to work with top executives on critical (and expensive) issuesExcellent communication (written and verbal) and presentation skills, both internally and externallyDemonstrated success at leading projects with customer teams at various levels of technical and non-technical depthAvailable 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#li-remote
Nice to have Experience with RPA, OCR, document management systems, or intelligent document processing Benefits
- Top-notch healthcare for you and your family
- A 100% 401(k) match for up to 6% of your annual salary
- Flexible PTO with the approval of your manager
- 12 weeks of parental leave and an additional 4 weeks for birthing parents
- Stock options
We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
---
PLEASE BE AWARE of, and cautious about, potential recruitment fraud. All of our open jobs can be found directly on our careers page at:
We will never communicate with candidates except via our @hyperscience.com email domain. Any communication you receive outside of these parameters is potentially fraudulent.
Additionally, we never conduct interviews solely via online tests, nor do we make job offers without multiple cross functional live interviews via Zoom, phone or onsite. We only ask for personal information via our application process on our careers page or through a verifiable background check company during onboarding.
