Strategic Customer Success Manager

We are hiring a Strategic Customer Success Manager to work with our Customer Success team. The Strategic Customer Success Manager acts as the face of our organization to our existing customers and channel partners. You are considered a trusted business advisor that works with the end-user to deeply understand their needs, ensure the value delivery of the product, provide ongoing support, and ensure an exceptional customer experience focused on solving their most pressing requirements. Reporting to our Sr. Manager of Customer Success. 

WHO YOU ARE

• You are an excellent communicator and problem solver. 
• You dive deep into our customer’s need to unlock value and work tirelessly to deliver results to them. 
• You are a true product expert and understand the different ways to layer features and functions of the software to solve the types of issues our users experience in their day-to-day. 
• Internally, you are a known customer advocate and trusted teammate to cross-functional teams like Product, Engineering, Marketing, and Sales. The company looks to you to help determine the direction of our organization to best suit the needs of our customers. 
• You own the long-term relationships of Hyperproof’s customers and carry yourself with aplomb, both internally and externally.

WHAT YOU'll DO

• 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.

HOW YOU’LL KNOW YOU ARE SUCCESSFUL

• 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

WHAT YOU’LL BRING

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

WHATS OUR TECH

• Google Suite: Docs, Sheets, Slides
• Atlassian Suite: Jira, Confluence, Trello
• CRM: Salesforce, Planhat
• Communications: Gmail, Zoom, Slack, MSFT Teams
• OS: Windows, Mac

LOCATION

• We are a fully remote company! This preference for this role is the Eastern or Central time zones, as you will be responsible primarily for coverage of the Central, East coast, and EMEA.

CANDIDATE EXPERIENCE

We value your time and want you to know what to expect from us. For this interview, we expect to ask you to participate in 5 interviews and expect this to be completed in 4 hours within 2 weeks. 

• Talent Acquisition Screening 
• Interview with the Sr. Manager of Customer Success 
• Interview with our Bar Raiser - VP of Customer Success 
• Interview with our Head of Enterprise Sales
• Interview with a Strategic Customer Success Manager