Technical Customer Success Manager, Mid-Market

Hyperbound•San Francisco, CA

6d•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, ranging from $20k to $100k+ in ARR. The primary responsibility is to ensure customers are successfully onboarded and that their sales representatives actively use the product. The role requires a blend of technical expertise, strong relationship-building skills, a proactive ownership mentality, and the conviction to guide customers towards effective adoption strategies. The Technical Customer Success Manager will be the day-to-day owner for their assigned accounts, responsible for implementation, adoption, first-line technical support, gathering customer feedback, monitoring account health, identifying commercial signals, and maintaining responsiveness.

Requirements

Comfortable with the technical side: reading logs, reproducing bugs, working through configuration, and explaining technical issues clearly to both 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 another team.
Capacity to manage around 40 accounts and tailor approaches for each.
Technical depth: ability to debug, trace, and reproduce bugs. Willingness to investigate issues below the UI level.

Nice To Haves

Background in sales enablement, revenue enablement, or GTM ops.
Experience rolling out a tool or methodology to a sales team and ensuring adoption.
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) and be their day-to-day owner.
Get customers live and ensure their reps are using the product.
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, reproducing issues, and filing clean tickets.
Solve issues within the UI or a playbook independently.
Act as the voice of the customer, owning feedback from accounts and ensuring it reaches the product team.
Monitor account health (active users, caller counts, implementation milestones) 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.