Senior Customer Success Manager — Enterprise & Renewals

Hypori; Reston (VA); On-site; USD 160,000 - 180,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

Parental leave

401(k) with employer matching

Job summary

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

You will drive onboarding, adoption, renewals, and expansion by partnering with Sales, Product, and Support to build trusted advisory relationships with security and IT leaders. You will manage health scores, retention metrics, and quarterly business reviews that demonstrate ROI, while guiding customers through a complex enterprise lifecycle

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.
• 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 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

Executive presentation

Data-driven

Tools

Salesforce

Planhat

Gainsight

ChurnZero

Totango

Job description

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

You will drive onboarding, adoption, renewals, and expansion by partnering with Sales, Product, and Support to build trusted advisory relationships with security and IT leaders. You will manage health scores, retention metrics, and quarterly business reviews that demonstrate ROI, while guiding customers through a complex enterprise lifecycle