Customer Success Manager

HITRUST Services LLC; Frisco (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

HITRUST Services LLC in Frisco, TX seeks a Customer Success Manager to be the primary liaison between customers and HITRUST products, services, and programs. The role requires ownership mindset for retention, growth and loyalty across the customer base.

You will onboard new customers, drive adoption, coordinate with product teams, manage renewals, and pursue expansion opportunities while delivering exceptional service and advocacy for HITRUST solutions.

Qualifications

• Bachelor’s degree required.
• 2–5 years of inside sales in SaaS.
• Salesforce experience preferred.
• Strong analytical and communication skills.
• Able to manage multiple stakeholder relationships.

Responsibilities

• Onboard new customers and drive product adoption.
• Develop and maintain customer relationships to ensure retention.
• Coordinate with internal teams to support customer success initiatives.
• Manage renewal process and identify growth opportunities.
• Gather customer feedback for Product Management.

Skills

Self-motivation

Analytical skills

Written and verbal communication

Interpersonal project management

Education

Bachelor’s degree

Tools

Salesforce

Job description

Description

HITRUST’s Customer Success Manager is our customer’s primary connection to our products, services, and programs. The role goes beyond traditional CSM activity. A HITRUST CSM is expected to take a holistic ownership mindset of their territory and is responsible for developing customer relationships that promote retention, growth and loyalty.

Duties & Responsibilities:

• Onboard new customers to set them up for success.
• Facilitate internal support for organizations relying on the HITRUST Approach to mature their internal information & security program.
• Help organizations ensure they have the right solution in place to keep their sensitive data secure.
• Expansion of relationships with key stakeholders throughout the organizations you work with to create opportunities for other HITRUST programs and services.
• Develop and manage customer relationships in order to boost satisfaction, increase adoption, and ensure customer retention.
• Increase customer retention by conducting regular account business reviews to ensure customers have the tools to be successful in their HITRUST initiatives and identify growth opportunities.
• Gather customers feedback, document, and communicate customer requests to Product Management team.
• Maintain in-depth understanding of company products and services.
• Manage the renewal engagement process, discuss contract terms, and secure existing client subscription renewals.
• Attain account retention and growth goals.
• Reconcile and maintain data in Salesforce.
• Consistent and regular attendance.

Qualifications/Skills:

• Highly self-motived... driven to learn and grow
• Bachelor’s degree required
• Minimum of two year to five years’ experience performing inside sales duties in SaaS
• Healthcare, Financial or Insurance experience preferred
• Minimum of two year to five years’ experience working with Salesforce
• Strong analytical skills required; must be detail-oriented
• Strong written and verbal communication skills required
• Interpersonal project management skills; ability to organize and track project tasks

About HITRUST

HITRUST is the leader in validated cybersecurity assurance used in third-party risk management and compliance. HITRUST delivers assurance and certification programs for the application and independent validation of security, privacy, and AI controls, harmonized across more than 60 authoritative standards and frameworks. Its threat-adaptive approach combines tiered, selectable assessments (e1, i1, r2, and AI), an ecosystem of over 100 independent assessment firms, centralized quality assurance, standardized reprting, and a powerful SaaS platform to enable consistent, defensible, and scalable assurance. HITRUST delivers the only assurance certification with defensible proof of security, demonstrated by a 99.62% breach-free rate among certified environments in 2026 Trust Report. For nearly 20 years, HITRUST has defined the standard for trustworthy cybersecurity proof, helping organizations demonstrate measurable cybersecurity resilience across their enterprises and third-party ecosystems.

HITRUST is an equal opportunity employer that is committed to diversity and inclusion in the workplace.

We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.