Customer Success Manager at Hyperscience (Remote)
Responsibilities
- Build deep, long-lasting relationships with our customers post-sales at multiple organizational levels, from technical users to executives
- Become intimately familiar with the business realities of the customers and provide prescriptive solutions to help solve their business challenges
- Effectively manage and prioritize multiple customers with competing needs and varying processes while maintaining a high-touch customer experience
- Measure and drive adoption metrics. Work closely with customers to launch new use cases; monitor key milestones and leverage executive relationships to ensure project timelines are met
- Act as an escalation point for customer’s technical support requests, help prioritize issues and perform root cause analysis to deliver long term gains
- Monitor customer health metrics to stay ahead of customer frustrations and work cross-functionally to identify and drive internal areas of improvement
- Assist customers with resource planning to test and deploy Hyperscience updates and releases on a regular cadence
- Provide inputs into product roadmap discussions and advocate for product features that are as closely aligned to customer requirements as possible
- Collaborate with Account Executives to track and execute contract renewals and actively pursue upsell and expansion opportunities
- Liaise with Marketing team to coordinate customer events and create content for case studies and other customer-centric collaterals
Qualifications
- 5+ years experience in account management, customer success, software implementation or automation consultancy
- Experience with large enterprises and government agencies with complex organizational and operational challenges
- You have a passion for solving real world problems and find satisfactions in making our customers successful
- High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
- Self-starter able to take on tasks with minimal oversight and guidance
- Love of learning and an aptitude for absorbing and synthesizing technically complex information
- Proven ability to work with top executives on critical (and expensive) issues
- Excellent communication (written and verbal) and presentation skills, both internally and externally
- Demonstrated success at leading projects with customer teams at various levels of technical and non-technical depth
- Available to travel to on-site customer meetings periodically - we expect CSMs will travel 10-20% of the work days each month within EMEA once it is safe to resume travel
- Reside and able to work in the EU
- Bilingual in English/French
- Experience with Customer Success platforms, such as Gainsight, is a plus