Worldwide - Customer Success Manager – High-Touch Onboarding

Hyros

28d•Remote

About The Position

At HYROS, we help businesses understand exactly where their customers and revenue come from through advanced ad tracking and attribution. We’re looking for an experienced Customer Success Manager with 5+ years of experience to own high-touch onboarding for key customers. This is not a purely relationship-focused CSM role. Onboarding at HYROS has a strong technical component. You’ll need to understand how a customer’s marketing and sales ecosystem works, help them connect the right platforms, troubleshoot setup issues, and make sure their tracking is working correctly. Your goal is clear: help customers get set up correctly, reach value fast, trust their data, and use HYROS to make better business decisions. This is a high-ownership role. You’ll lead customer relationships, identify risks early, solve problems proactively, and be accountable for successful onboarding and adoption.

Requirements

5+ years of Customer Success experience, ideally in SaaS.
Experience managing high-touch or strategic customers.
Strong understanding of onboarding, adoption, and retention.
Comfort working in technical customer environments. You don’t need to be a developer, but technical implementations shouldn’t intimidate you.
Hands-on familiarity with platforms such as Meta Ads, Google Ads, Shopify, or similar marketing and e-commerce platforms.
Comfortable understanding how websites, funnels, tracking scripts, integrations, pixels/events, and customer data connect at a practical level.
Able to troubleshoot logically, identify where a setup may be breaking, and communicate the solution clearly to a customer.
Excellent communication and the ability to make complex or technical topics simple.
Strong problem-solving skills and the ability to work independently.
Comfortable using data and customer signals to prioritize and take action.
A proactive, ownership-driven mindset. You don’t wait for problems to become escalations.

Nice To Haves

Experience with marketing analytics, paid advertising, ad tracking, attribution, conversion tracking, e-commerce, or technical SaaS products.
Experience with platforms and tools such as Meta Ads, Google Ads, Shopify, HubSpot, Intercom, or ChurnZero is also a strong advantage.
Basic familiarity with concepts such as tracking scripts, pixels, events, domains, redirects, webhooks, APIs, UTMs, and CRM integrations is a plus.

Responsibilities

Lead high-touch onboarding from kickoff through successful activation and adoption.
Host onboarding calls with customers and walk them step by step through their HYROS setup and implementation.
Understand each customer’s business, funnel, advertising channels, and technical setup to create the right onboarding path.
Guide customers through connecting platforms such as Meta Ads, Google Ads, Shopify, CRMs, payment processors, and other parts of their marketing stack.
Be comfortable working alongside customers on technical setup steps such as installing tracking scripts, adding code to a website header, configuring integrations, checking tracking events, and validating that data is flowing correctly.
Troubleshoot onboarding and tracking issues and know how to investigate a problem before escalating it.
Run training sessions and strategic conversations to help customers understand how to use HYROS effectively.
Help customers understand their HYROS data and turn it into clear, actionable business and advertising decisions.
Identify setup, adoption, and engagement risks before they become retention problems.
Track customer progress and take action when onboarding gets stuck.
Build strong relationships and become a trusted advisor.
Work closely with Support, Product, and other teams when deeper technical expertise is required.
Identify opportunities to improve onboarding, retention, and the overall customer experience.