Technical Customer Success Manager, Mid-Market

Hyperbound•San Francisco, CA

8d•$130,000 - $160,000•Onsite

About The Position

Hyperbound is seeking a Technical Customer Success Manager for their Mid-Market segment. This role involves owning a portfolio of 25 to 40 mid-market customers, each contributing between $20k to $100k+ ARR. The primary responsibility is to ensure these customers are successfully onboarded and that their sales representatives actively use the product. The ideal candidate will possess strong technical troubleshooting skills, a knack for building customer relationships, a proactive ownership mentality, and the conviction to guide customers towards effective implementation strategies. Hyperbound is a fast-growing startup that has developed an AI-powered Revenue Activation Platform designed to help sales teams manage complex deal processes.

Requirements

Technical depth: ability to debug, trace, and reproduce bugs.
Go to product or engineering for issues below the UI.
Relationship instinct: ability to identify and connect with key people at accounts.
Ownership mentality: ability to name problems and start solving them independently.
Conviction: ability to push back and guide customers on best practices.
Comfortable with the technical side: reading logs, reproducing bugs, working through configuration, and explaining technical issues clearly to customers and engineers.
Broad understanding of how a sales team runs (quotas, onboarding, coaching cadences).
Ability to remove blockers independently rather than routing customers to other teams.
Ability to manage approximately 40 accounts and tailor approaches for each.

Nice To Haves

Background in sales enablement, revenue enablement, or GTM ops.
Experience rolling out a tool or methodology to a sales team.
Experience implementing or administering Hyperbound or a similar sales coaching platform.

Responsibilities

Own a book of 25 to 40 mid-market customers ($20k to $100k+ ARR).
Get customers live and ensure their reps are using the product.
Debug, trace, and reproduce bugs.
Identify key people at each account and build relationships.
Understand customer needs and build plans accordingly.
Take ownership of problems and initiate solutions.
Push back on customer requests that deviate from best practices for rollout, cadence, or launch strategy.
Own the implementation and the outcome of customer engagements.
Own the project plan from kickoff to first live cohort, including rollout design, integrations setup, SSO and SCIM, admin training, and launch date.
Drive adoption through regular check-ins, usage reviews, feature demos, and behavior-change plays.
Provide first-line technical support, including discovery, reproduction of issues, and filing clean tickets.
Solve issues within the UI or via playbook independently.
Act as the voice of the customer, owning feedback and relaying it to the product team.
Monitor account health, including active users and caller counts, to proactively address slipping accounts.
Identify commercial signals for expansion and renewal risk, logging them for the account manager.
Be responsive on Slack, tickets, and email.