Federal Accounts CSM — Remote, Strategic Retention

Hypori; United States; Remote; USD 160,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Parental leave

Life and disability insurance

401(k) with employer matching

Job summary

Hypori, Inc. is seeking a Customer Success Manager for Federal Accounts to own the post-sale experience across a portfolio of customers in the United States.

This remote role reports to the GTM team and collaborates with Sales, Product, and Support to drive onboarding, adoption, renewals, and expansions while advancing health scores and renewal forecasts. You will manage multi-thread relationships from CISOs to CIOs, deliver quarterly business reviews showing ROI, and contribute to CS playbooks

Qualifications

• 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS.
• 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.

Responsibilities

• Own onboarding and adoption, building success plans with clear milestones for each customer.
• Own gross and net retention for an assigned book of business — your primary success metric.
• 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 administrators to CISOs and CIOs, and run QBRs that show ROI.
• Act as the voice of the customer to Product and Engineering, and partner with Support on escalations.
• Keep account plans, renewal forecasts, and CS KPIs current in CRM.

Skills

Customer Success

Account Management

B2B SaaS

Data-driven

Executive communication

Tools

Salesforce

Planhat

Gainsight

ChurnZero/Totango

Job description

Hypori, Inc. is seeking a Customer Success Manager for Federal Accounts to own the post-sale experience across a portfolio of customers in the United States.

This remote role reports to the GTM team and collaborates with Sales, Product, and Support to drive onboarding, adoption, renewals, and expansions while advancing health scores and renewal forecasts. You will manage multi-thread relationships from CISOs to CIOs, deliver quarterly business reviews showing ROI, and contribute to CS playbooks