Hypercare Manager

Portless

10d

About The Position

The Hypercare Manager owns the post-onboarding experience at Portless. You will serve as the dedicated owner of every merchant relationship from Day 1 through graduation from Hypercare to Customer Success Management — replacing the current fragmented, multi-team handoff model with a single, structured stabilization program. You will orchestrate cross-functional QC across Billing, Operations, Implementations, Tier 2, Product & Engineering, and Sales, ensuring merchants reach stable, confident scaling before transitioning to lifecycle CSM ownership. This role is grounded in a four-phase framework (Stabilization → Enablement → Optimization → Graduation) and scales its delivery model by merchant segment — with full 60-day coverage for Enterprise and Strategic accounts, and a focused 30-day structured program for Growth merchants. You will bring rigor and accountability to an experience that directly impacts early churn, NPS at graduation, and time-to-revenue. You will also play a critical validation role in segment assignment (Enterprise, Strategic, or Growth) and revenue recognition against forecast in the first 30–60 days.

Requirements

5+ years of project management, customer success, or account management experience — ideally with ownership of structured, multi-phase client programs.
Experience in logistics, e-commerce fulfillment, or supply chain strongly preferred; familiarity with cross-border shipping operations is a meaningful advantage.
Comfortable coordinating across time zones with international operations teams in China and Vietnam.
Strong communicator — able to translate operational issues into clear, client-friendly messaging that is rooted in action and builds trust early.
Detail-oriented with a bias toward speed and resolution over process; you know when to escalate and when to close the loop yourself.
Ability to manage multiple high-priority accounts simultaneously across different Hypercare phases without dropping the ball.

Nice To Haves

Experience with e-commerce platforms (Shopify, WooCommerce) and fulfillment tooling is a plus; familiarity with HubSpot and Intercom is helpful.

Responsibilities

Own the Hypercare Program End-to-End
Serve as the primary point of contact for all merchants in active Hypercare status — enrolled within 24 hours of first live shipment and owned through formal three-way graduation sign-off.
Run the full four-phase framework: Phase 1 (Days 1–15, Stabilization), Phase 2 (Days 16–30, Enablement & Orientation), Phase 3 (Days 31–45, Optimization), and Phase 4 (Days 46–60, Graduation) for Enterprise and Strategic merchants.
Manage quality assurance across invoice accuracy, order fulfillment, SLA adherence, carrier performance, and overall merchant experience throughout the Hypercare window.
Track and enforce graduation criteria for each assigned account, including a clean handoff brief covering open items, health score, expansion signals, relationship notes, and recommended next steps for the incoming lifecycle CSM.
Drive Cross-Functional Escalation & Resolution
Lead Phase 1 escalation triage: own all P1 and P2 issues during the stabilization window, coordinating with Tier 2 Support to meet a <2-hour response target on critical escalations.
Run daily checklists in Phase 1, including order import validation, tracking visibility, invoice accuracy, and fulfillment SLA adherence — flagging blockers proactively before merchants feel them.
Partner with Implementations on outstanding technical items through Phase 3, and engage Sales for commercial adjustments or at-risk accounts as needed.
Escalate Enterprise and P1-level issues to the Head of CSM and VP of CS within defined SLAs; document all escalations in HubSpot and the Handoff Brief.
Deliver Structured Merchant Education & Enablement
Deliver the full merchant education curriculum across the Hypercare window: Welcome Pack (Day 1), Portal Walkthrough Guide (Day 5), Invoice & Billing Explainer (Phase 2), and Order Status & Tracking Guide (Phase 2).
Lead the Phase 2 Orientation Call and Phase 3 QBR (Hypercare Edition), including expansion readiness conversations and Onward Package Protection or OpenBorder/IEAS coverage where applicable.
Introduce the lifecycle CSM formally during the Phase 2–3 transition and ensure they are prepared to take full ownership at graduation.
Maintain Program-Level Visibility & Reporting
Update HubSpot Hypercare fields weekly: health score (Green/Yellow/Red), phase completion dates, graduation status, and revenue milestone tracking.
Own the At-Risk Merchant Protocol when health scores deteriorate: document root cause, engage lifecycle CSM, notify CS leadership, and pause graduation timelines until health recovers.
Contribute to Q2 program KPIs: 100% enrollment rate, ≥90% graduation rate, <5% early churn, Phase 1 P1 close rate ≥95%, and NPS ≥35 at graduation.
Build Scalable Infrastructure
Identify patterns from Hypercare data — billing confusion, routing failures, tracking gaps, integration failures — and translate them into playbook improvements and proactive onboarding materials.
Collaborate with the broader CS team to share learnings and refine the tiered framework across Enterprise, Strategic, and Growth segments.
Support the Australia market risk reduction initiative, ensuring all Australian merchants receive Strategic/Enterprise-level coverage with validated price cards, invoice clarity, and a confirmed carrier mix of 2–3+ carriers before graduation.