Senior Customer Success Manager

Hyland • Westlake, OH

1d • Remote

About The Position

The Senior Customer Success Manager helps new and existing customers derive the most value from Hyland's products and services. In this role, you will own the customer journey post-implementation — maintaining strong customer and partner relationships, ensuring product adoption and stability, mitigating risk, and uncovering growth opportunities. You will serve as a primary point of contact representing the customer, acting as both a trusted advisor and an internal advocate. If you are a relationship-driven, strategic thinker who is passionate about customer outcomes and thrives in a fast-paced environment, this role is for you.

Requirements

• Bachelor's degree or equivalent experience, with a minimum of 2 years of experience as a Customer Success Manager and a background in managing or participating in customer-facing projects.
• Strong oral and written communication skills with a professional demeanor and the ability to interact with others with discretion and tact across all levels of an organization.
• Strong organizational, multi-tasking, and time management skills with the ability to manage multiple customer engagements simultaneously and drive projects to completion with minimal oversight.
• Strong ability to establish rapport, gain trust, and build consensus — with a demonstrated ability to influence, motivate, and mobilize team members and business partners toward shared outcomes.
• Strong business and technology acumen with the ability to thrive in a fast-paced, deadline-driven environment — with up to 25% travel required.

Nice To Haves

• Strong collaboration skills applied successfully within a team as well as across cross-functional areas of the organization, with a proven ability to rally internal resources around customer needs.
• Strong interpersonal skills with the ability to maintain solid rapport with team members and professionalism with those outside of the department.
• Strong ability to handle sensitive customer information with discretion and tact, maintaining trust at every stage of the customer relationship.
• Strong ability to use original thinking to translate customer goals into the implementation of new ideas and tailored solutions.
• Strong company software technology knowledge and a genuine passion for driving customer value, product adoption, and long-term customer success.

Responsibilities

• Drive retention and growth by acting as a trusted point of contact throughout the full customer lifecycle — from contract signature through renewal and expansion — collaborating with customers to understand business objectives and designing comprehensive Success Plans with clear objectives reviewed monthly.
• Focus on risk mitigation through early intervention, developing and executing comprehensive Save Plans in partnership with account and leadership teams to protect ARR, reduce churn, and take prompt corrective action where needed.
• Deliver business reviews in collaboration with cross-functional departments, acting as an internal advocate for customers' product feature priorities and feedback while aligning with the product team to help shape the product roadmap.
• Build and nurture customer advocates who will speak on behalf of Hyland as references and share success stories at events, while partnering with customer care and technical account management teams to avert and manage critical escalations.
• Represent the voice of the customer across internal teams — informing support, marketing, sales, services, and product strategy — and coordinate resources to drive positive customer experiences and ensure timely resolution of questions, concerns, or issues.
• Mentor, coach, and train team members while serving as a strong influencer within the team, contributing to overall growth and quality through knowledge sharing, coaching, and best practices.

Benefits

• The compensation range for this role is $97,320 – $112,065 . Actual compensation will be determined based on experience, qualifications, and other job-related factors in accordance with applicable laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree