Customer Success Manager, Federal Accounts
About The Position
Hypori, Inc. is a high-growth cybersecurity SaaS company whose virtual workspace platform enables secure access to enterprise apps and data from mobile devices, with no data stored on endpoints and personal privacy protected. The company is expanding into commercial and regulated markets. Hypori is seeking a customer-obsessed, retention-focused Customer Success Manager to own the post-sale experience for a portfolio of commercial and regulated-industry customers. The role drives onboarding, adoption, renewals, and expansion, partnering with Sales, Sales Engineering, Product, and Support to help customers turn an initial deployment into a long-term partnership. The position is responsible for customer outcomes and gross and net retention across an assigned book of business. It calls for a proactive, data-driven trusted advisor who can build credibility with security and IT leaders and help shape customer success processes as the team grows.
Requirements
- At least 5 years of experience in Customer Success, Account Management, or a similar post-sale role in B2B SaaS.
- A proven track record of owning a book of business and exceeding retention, renewal, and expansion targets.
- Experience managing the full customer lifecycle for enterprise or mid-market accounts.
- Confidence presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs.
- A data-driven approach, including experience using health scores and KPIs to manage a portfolio.
- Proficiency with Salesforce and a Customer Success platform such as Planhat, Gainsight, ChurnZero, or Totango.
- An active Secret or TS clearance.
- Excellent written and verbal communication skills; proactive, organized, and accountable.
Nice To Haves
- Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers.
- Working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts.
- Experience building customer success playbooks and processes at a growth-stage company.
Responsibilities
- Own customer onboarding and adoption, creating success plans with clear milestones for each customer.
- Own gross and net retention for an assigned book of business.
- Monitor customer health scores and product usage to identify renewal risks early.
- Lead renewals in partnership with Account Executives.
- Identify expansion opportunities and generate qualified expansion pipeline.
- Build relationships across customer organizations, from administrators to CISOs and CIOs.
- Run quarterly business reviews that demonstrate return on investment.
- Represent customer feedback to Product and Engineering, and partner with Support on escalations.
- Keep account plans, renewal forecasts, and customer success KPIs current in the CRM.
- Help develop customer success playbooks and processes as the team scales.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Parental leave
- Life and disability packages
- 401(k) plan with employer-matching contributions that vest starting on the first day of employment
- Annual performance bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
