Strategic Customer Success Manager (PST)

Hyperproof

46d • $92,000 - $141,000 • Remote

About The Position

We are hiring a Strategic Customer Success Manager to work with our Customer Success team. The Strategic Customer Success Manager acts as the face of our organization to our existing customers and channel partners. You are considered a trusted business advisor that works with the end-user to deeply understand their needs, ensure the value delivery of the product, provide ongoing support, and ensure an exceptional customer experience focused on solving their most pressing requirements. Reporting to our Sr. Manager of Customer Success.

Requirements

• 5+ years of experiencing delivering success to end using customers in a SaaS/Technology environment
• Experience in operating with significant autonomy in complex and ambiguous situations
• Bachelor’s Degree preferred
• You are an excellent communicator and problem solver.
• You dive deep into our customer’s need to unlock value and work tirelessly to deliver results to them.
• You are a true product expert and understand the different ways to layer features and functions of the software to solve the types of issues our users experience in their day-to-day.
• Internally, you are a known customer advocate and trusted teammate to cross-functional teams like Product, Engineering, Marketing, and Sales.
• The company looks to you to help determine the direction of our organization to best suit the needs of our customers.
• You own the long-term relationships of Hyperproof’s customers and carry yourself with aplomb, both internally and externally.

Nice To Haves

• Familiarity with InfoSec/Regulatory compliance

Responsibilities

• You’ll be the main point of contact, owning the customer relationship, and serving as the customer’s primary escalation path to mitigate and resolve customer issues.
• You’ll move the customer along the defined customer journey, helping deliver, measure and manage value outcomes.
• You'll develop tactics, objectives and key results, activities, and milestones to deliver success, and drive that within the portfolio.
• You'll Work alongside account management to ensure upsell opportunities are identified, prioritized, supported, and won.
• You'll partner with internal stakeholders to deliver on customer feature requests, resolve product issues, and understand our product roadmap in the context of our customer’s needs.
• You'll elevate customer behavior, business needs, risks, blockers, and successes internally in partnership with Customer Success leadership.

Benefits

• Annual compensation reviews + equity
• Unlimited PTO: strongly encouraged to unplug and recharge
• Health: coverage for medical, dental, and vision - employee and dependents
• 401K, which vests immediately, complete with a 4% company match
• 12 weeks of Parental leave and 1 year free diapers and wipes with Honest
• $500 home office stipend - at the time of hire. Any additional home office needs are requested as needed.
• $100 quarterly paid wellness stipend
• Pet insurance discount
• Two Hypercharge weeks of rest where we close company-wide (July & Dec)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior