Customer Success Manager at Hyperscience

| Greater NYC Area | Remote
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Company Description
Hyperscience modernizes mission-critical processes and operations for the world's largest organizations and government agencies. Since 2014, Hyperscience’s automation technology has helped data-centric companies parse through vast amounts of unstructured inputs and raw information to get to swifter and smarter business outcomes. Through the Hyperscience Platform, enterprises are empowered to transform their operations, and drive operational efficiency as well as human productivity by fully unlocking the power of their data.

Ranked on the Inc. Fastest-Growing Company List, Hyperscience has raised $190M from investors including Tiger Global, BOND, Bessemer Venture Partners, Stripes, and FirstMark. The company has consistently been recognized as one of the best places to work with a collaborative and innovative culture and best-in-class benefits.

The company has a global footprint with offices in New York City, Sofia, Bulgaria, Toronto, Canada, and London, UK.

Job Description
At Hyperscience, we are all about creating better outcomes for customers, companies and the world. The Customer Success team at Hyperscience acts as the customer’s trusted advisor and advocate, building and growing an ongoing strategic relationship with each customer. Team members are responsible for preserving our current business, opening doors for additional opportunities, and growing our customers into life-long Hyperscience advocates by providing them an unparalleled experience.

The Customer Success Manager (CSM) will connect with their assigned Hyperscience customers immediately post-sales. You will partner closely with the Implementation Managers and own the ongoing customer relationships post-implementation. Once the customer has gone live, the CSM will work cross-functionally to help customers deploy new use cases, track adoption and ensure each customer achieves their desired outcomes.

Successful CSMs will be excited by having the freedom of doing the “best job possible”, owning high-touch, high-impact relationships with executive stakeholders at global enterprises and government agencies, and driving real improvement in customer operations through our software.

This is a full-time position reporting to the Director of Customer Success.

Responsibilities

  • Build deep, long-lasting relationships with our customers at multiple organizational levels, including executives
  • Consult regularly with customers to fully understand their needs and actively solve their pain points
  • Act as the liaison between customers and Hyperscience to prioritize issues, elicit feedback, and present customers with new opportunities
  • Monitor customer health to stay ahead of customer challenges and continually drive product adoption
  • Actively manage and prioritize multiple customers with competing needs and varying processes
  • Execute customer-facing training sessions and webinars
  • Work closely with customers to build and execute effective project plans for new use cases; monitor project timelines and ensure milestones are met
  • Collaborate with customers to help them understand and prepare resources necessary to implement Hyperscience updates and releases
  • Become a product expert by engaging with the product, investigating technical concepts, and actively seeking deeper product understanding
  • Work closely with the Product team to advocate for new feature requests and ensure customer feedback is incorporated into product roadmap planning
  • Collaborate with the Account Management team to track and execute contract renewals and actively pursue upsell and expansion opportunities

Qualifications

  • 3+ years experience in account management, customer success, project management or consultancy
  • 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 project management skills with experience leading projects with internal and external stakeholders
  • Ability to interact with enterprise 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. Hyperscience works with both US and international customers
  • Experience with Customer Success platforms, such as Gainsight, is a plus



Benefits
- Top notch healthcare for you and your family
- 30 days of paid leave annually to help nurture work-life symbiosis
- A 100% 401(k) match for up to 6% of your annual salary
- Stock Options
- Wellness stipend
- Pre-tax transportation and commuter benefits
- 6-month parental leave (or double salary to pay for your partner's unpaid leave)
- Free travel for any person accompanying a breastfeeding mother and her baby on a business trip
- A dependent care stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total
- Daily catered lunch, snacks, and drinks
- Budget to attend conferences, train, and further your education
- $1,000 one-time-use WFH stipend and $75 monthly WFH stipend
- Relocation assistance

We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Technology we use

  • Engineering
  • Product
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Our New York City office is located on the 45th Floor of One World Trade. Incredible views, open floor plan, and minutes from the Subway & PATH.

An Insider's view of Hyperscience

What are some social events your company does?

Outside of company-sponsored lunch daily, we do birthday & anniversary celebrations, dessert breaks, and company outings. It’s pretty common to get together for drinks after work or go to karaoke as a team. When our team from Sofia visits, we like to do something social outside the office, whether it’s lunchtime basketball game or rooftop drinks.

John Lee

Talent Acquisition Lead

What projects are you most excited about?

We’re working on building a Machine Learning model that allows our customers to process more types of documents, which will help significantly with their workflow. I’m excited to visit customer on-sites to see how different customers use our product. We’re here to make people’s lives easier so understanding specific use cases is always valuable.

Sarah

Product Designer

What are some things you learned at the company?

I’ve been at Hyperscience for more than a couple of years now and seen it grow 4x(!) in that time. The two most important things I've learnt in my time at Hyperscience have been learning when to ask for help and bias for action -- most actions can be reversed; the only way to never break anything is to never actually do anything.

Akhil

Director of Machine Learning

How do your team's ideas influence the company's direction?

We operate a growth mentality across all aspects of our business. Every team member is expected to go radically beyond normal expectations. This requires bold ideas coming from everyone. Once we choose a path to follow, we will all get behind it, irrespective of whose idea it was.

Charlie

Chief Operating Officer

What makes someone successful on your team?

A successful member of our team is someone who shows up and gives 110% every day, is not afraid to ask for help and uses constructive criticism to better themselves. We represent the entire organization with new clients, and we’re excited to be the first touchpoint that works to understand their pain points and articulate our mission and value.

Lawrence

Account Manager

What are Hyperscience Perks + Benefits

Hyperscience Benefits Overview

Although benefits vary according to the specific locations (including factors such as national health systems and parental leave requirements), employees generally enjoy benefits such as 100% covered healthcare for employees and their dependents, 100% 401(k) match for up to 6% of annual salary, six months of paid parental leave or double salary to pay for partner’s unpaid leave, a child care stipend of up to $3,000 per month per child under the age of 21 for a maximum of $6,000 per month total), elder care reimbursement for eligible dependents of eligible employees up to a maximum amount of $72,000/year, 30 days of paid leave annually, and relocation and immigration support.

Offering these benefits gives talented employees an incentive to work for us. It also benefits our employees by significantly improving parts of their lives including healthcare, dependent care and retirement savings.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Diversity Employee Resource Groups
The Global Culture Committee is a representative group of passionate Hyperscience employees who work together to build a scalable, unified company culture.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Hyperscience offers 100% healthcare for you, your family and dependents.
Life Insurance
Wellness Programs
Team workouts
Our Culture Committee hosts virtual yoga & meditation classes each week!
Mental Health Benefits
We partner with Modern Health to provide therapeutic and coaching services to all employees.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Hyperscience provides employees with a 401(k) matching plan managed by Betterment. We match 100% of contributions up to 6% of an employee's annual gross pay.
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Hyperscience offers a child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total.
Generous Parental Leave
6 month parental leave (or double salary to pay for your partner's unpaid leave).
Flexible Work Schedule
Hyperscience provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Hyperscience employees are working remotely for the foreseeable future. We're excited to launch our revised remote employee experience in 2021.
Family Medical Leave
We offer unlimited medical/sick and bereavement leave.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Hyperscience employees receive 30 days per year of paid time off annually (not including holidays and sick days).
Paid Holidays
Paid Sick Days
Employees receive unlimited paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Hyperscience hosts monthly virtual outings, sponsored by our Culture Committee!
Stocked Kitchen
Happy Hours
Happy hours are hosted monthly - all virtually!
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Annual individual budget for training.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
We offer $1500 annually for continuing education.
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

We encourage everyone to take steps to expand their network and learn new things through our $1,500 Learning & Development stipend, cross-departmental knowledge-sharing, and regular (virtual) employee and team events.

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