Senior CSM: High-Touch Onboarding & Tech Enablement

Hyros, Inc; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

HYROS is seeking an experienced Customer Success Manager with a strong technical onboarding focus to own high-touch implementations for key customers. You’ll connect marketing and analytics platforms, troubleshoot setup issues, and ensure tracking is accurate so customers reach value quickly.

You’ll lead onboarding calls, guide customers through integrations with Meta Ads, Google Ads, Shopify, CRMs, and related tools, and proactively identify risks to improve retention and adoption.

Qualifications

• 5+ years of Customer Success experience in SaaS is required.
• Experience managing high-touch or strategic customers.
• Strong understanding of onboarding, adoption, and retention.
• Comfort working in technical customer environments; not a developer but comfortable with tech setups.
• Hands-on familiarity with marketing/e-commerce platforms like Meta Ads, Google Ads, Shopify.

Responsibilities

• Lead high-touch onboarding from kickoff to activation and adoption.
• Understand each customer's business, funnel, channels, and technical setup to tailor onboarding.
• Guide customers through connecting platforms (Meta Ads, Google Ads, Shopify, CRMs, etc.).
• Install tracking scripts, add code to website headers, configure integrations, verify data flow.
• Troubleshoot onboarding/tracking issues and investigate before escalating.
• Run onboarding calls, trainings, and strategic conversations.
• Help customers interpret HYROS data for actionable decisions.
• Identify risks to onboarding and adoption and address them early.
• Track progress and act when onboarding stalls.
• Build strong relationships and become a trusted advisor.
• Collaborate with Support, Product, and other teams for deeper technical needs.
• Identify opportunities to improve onboarding and overall customer experience.

Skills

Customer Success

SaaS experience

High-touch management

Communication

Problem-solving

Independent work

Data-driven decisions

Tools

Meta Ads

Google Ads

Shopify

CRM systems

HubSpot

Intercom

ChurnZero

Job description

HYROS is seeking an experienced Customer Success Manager with a strong technical onboarding focus to own high-touch implementations for key customers. You’ll connect marketing and analytics platforms, troubleshoot setup issues, and ensure tracking is accurate so customers reach value quickly.

You’ll lead onboarding calls, guide customers through integrations with Meta Ads, Google Ads, Shopify, CRMs, and related tools, and proactively identify risks to improve retention and adoption.