Digital Customer Success Manager

Hyland; United States; Remote; USD 40,000 - 42,000; Full time

Job summary

Hyland is seeking a Digital Customer Success Manager to drive value for customers post-implementation. This remote role focuses on adoption, retention, and growth, acting as the primary customer advocate and coordinating with cross-functional teams.

You will design Success Plans, mitigate risk, and run business reviews, while mentoring peers and supporting a dynamic, deadline-driven environment.

Qualifications

• Bachelor's degree or equivalent experience required.
• Minimum 2 years' experience as Customer Success Manager.
• Excellent verbal and written communication skills.
• Willingness to travel up to 25%.

Responsibilities

• Drive retention and growth through the customer lifecycle.
• Develop risk mitigation and save plans with cross-functional teams.
• Advocate for customer product priorities and feedback.
• Coordinate with care and technical teams to manage escalations.
• Deliver timely resolutions and ensure accountability.
• Mentor and coach team members to improve practices.

Skills

communication

organization

business acumen

technology acumen

self-motivated

Education

Bachelor's degree or equivalent experience

Tools

Microsoft OS

Job description

Digital Customer Success Manager

Overview

Digital Customer Success Manager

Location: Remote — Costa Rica Work Arrangement: Remote

We are continuously seeking talented professionals for future opportunities across our organization. While there may not be an immediate opening available at the time of your application, we encourage you to apply if your skills and experience align with this role. Applicants will be considered for current and future positions as business needs evolve.

About the Role

The Digital Customer Success Manager helps new and existing customers derive the most value from Hyland's products and services. This position owns the customer journey post-implementation — maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and creating customer growth opportunities. The Digital Customer Success Manager serves as a primary point of contact representing the customer.

Your Role Responsibilities? Here's What You'll Do.

• Drive retention and growth — acting as a trusted point of contact throughout the customer lifecycle from contract signature through renewal and expansion, collaborating and consulting with customers to understand business objectives and designing comprehensive Success Plans with clear objectives reviewed on a monthly basis.
• Focus on risk mitigation through early intervention — developing and executing comprehensive save plans in partnership with account and leadership teams, rallying internal resources and taking prompt corrective actions to protect ARR, mitigate churn, and deliver business reviews in collaboration with cross-functional departments.
• Serve as an internal advocate for customers' product feature priorities and feedback — aligning with the product team to influence the product roadmap while building customer advocates who will share success stories and speak on behalf of Hyland at events and as references.
• Partner with customer care and technical account management teams — averting and managing critical escalations, rallying internal resources, and keeping the leadership team informed while representing the voice of the customer to inform Hyland's support, marketing, sales, services, and product strategy.
• Drive a positive customer experience — coordinating resources to address customer questions, concerns, and issues to ensure timely resolution while demonstrating commitment by working with internal teams to fulfill promises made and ensure accountability across the organization.
• Mentor, coach, train, and provide feedback to team members — operating as a strong influencer within the team and contributing significantly to overall team growth and quality through knowledge sharing and coaching on current best practices.

Role Essentials

• Bachelor's degree or equivalent experience, with a minimum of 2 years of experience as a Customer Success Manager — and experience managing or participating in projects in a fast-paced, deadline-driven environment.
• Strong oral and written communication skills — demonstrating a professional demeanor and the ability to interact with others with discretion and tact at all levels of the organization.
• Strong organizational, multi-tasking, and time management skills — with strong collaboration and interpersonal skills, able to maintain solid rapport with team members and professionalism with those outside of the department.
• Strong business and technology acumen — with strong company software technology knowledge and the ability to use original thinking to translate goals into the implementation of new ideas and design solutions.
• Self-motivated with the ability to manage projects to completion with minimal oversight — with a demonstrated ability to influence, motivate, and mobilize team members and business partners, and up to 25% travel time required.

What We'd Like to See

• Strong ability to establish rapport and gain the trust of others — effective at gaining consensus and building long-term customer relationships that drive loyalty, advocacy, and retention.
• Strong ability to handle sensitive information with discretion and tact — with proven experience managing critical escalations and navigating complex customer situations with professionalism and sound judgment.
• Demonstrated experience designing and delivering business reviews — with the ability to collaborate cross-functionally to communicate value, progress, and strategic recommendations to customer stakeholders.
• Experience serving as the voice of the customer internally — with a track record of advocating for customer product priorities and working cross-functionally with product, sales, marketing, and services teams to drive alignment.
• Strong knowledge of Microsoft Operating Systems and products — with the ability to leverage technology and digital tools to enhance the customer experience and drive operational efficiency.

Pay Transparency

The base salary compensation range for this role is ₡18,407,971 – ₡19,335,529 CRC per year. Actual compensation will be determined based on experience, qualifications, and other job-related factors in accordance with applicable laws.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

© Hyland. All rights reserved.

About Hyland Life

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.