Enterprise Customer Success Manager - Cybersecurity SaaS

Hypori

Reston (VA)

On-site

USD 160,000 - 180,000

Full time

5 days ago

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Job summary

Hypori, Inc. is seeking a Customer Success Manager to own the post-sale experience for a portfolio of commercial and regulated-industry customers.

You will drive onboarding, adoption, renewals, and expansion, partnering with Sales, Product, and Support to turn initial deployments into long-term partnerships. You will manage a book of business with a focus on reducing churn and increasing net retention, using health scores and KPIs to guide decisions.

Qualifications

5+ years in Customer Success, Account Management, or similar post-sale role in B2B SaaS.
Active Secret clearance.
Proven track record of owning a book of business and exceeding retention, renewal, and expansion targets.
Experience managing the full customer lifecycle for enterprise or mid-market accounts.
Confident presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs.
Data-driven, with experience using health scores and KPIs to manage a portfolio.
Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango)

Responsibilities

Own onboarding and adoption, building success plans with milestones for each customer.
Own gross and net retention for an assigned book of business.
Monitor health scores and usage to flag renewal risk early and lead renewals with Account Executives.
Identify expansion opportunities and generate qualified expansion pipeline.
Build multi-threaded relationships from admins to CISOs and CIOs, and run QBRs showing ROI.
Act as the voice of the customer to Product and Engineering, and partner with Support on escalations.