Customer Success Manager

Hypori

15d • $160,000 - $180,000

About The Position

Hypori, Inc. is a high-growth cybersecurity SaaS company whose virtual workspace platform enables users to access enterprise apps and data from mobile devices while keeping data off the endpoint and protecting personal privacy.

Hypori is seeking a customer-obsessed, retention-focused Customer Success Manager for its growing go-to-market team. The role owns the post-sale experience for a portfolio of commercial and regulated-industry customers, driving onboarding, adoption, renewals, and expansion. Working closely with Sales, Sales Engineering, Product, and Support, the Customer Success Manager serves as a trusted advisor to help customers turn an initial deployment into a long-term partnership.

The role owns gross and net retention for an assigned book of business as its primary success metric. It also involves creating customer success plans, monitoring customer health and usage, leading renewals with Account Executives, identifying expansion opportunities, building relationships with customer stakeholders, running QBRs, representing customer needs internally, and maintaining account and forecast information in CRM.

Hypori offers full-time employees medical, dental, and vision insurance, parental leave, life and disability packages, and a 401(k) plan with employer matching contributions that vest starting on the first day of employment. Compensation is $160,000–$180,000, commensurate with experience, plus an annual performance bonus primarily contingent on company-wide performance.

Requirements

• At least 5 years of experience in Customer Success, Account Management, or a similar post-sale role in B2B SaaS.
• Proven ability to own a book of business and exceed 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.
• Data-driven approach and 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.

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.
• Proactive, organized, and accountable approach, with excellent written and verbal communication.
• Proficiency with Salesforce and a Customer Success platform such as Planhat, Gainsight, ChurnZero, or Totango.

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 usage to identify renewal risks early, and lead renewals with Account Executives.
• Identify expansion opportunities and generate qualified expansion pipeline.
• Build multi-threaded relationships, from administrators to CISOs and CIOs, and run QBRs that demonstrate ROI.
• Represent the voice of the customer to Product and Engineering, and partner with Support on escalations.
• Keep account plans, renewal forecasts, and Customer Success KPIs current in CRM.

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, primarily contingent on company-wide performance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed