Strategic Customer Success Leader (Remote)

Hyland; United States; Remote; USD 97,320 - 112,065; Full time

Job summary

Hyland is seeking a Senior Customer Success Manager to own the post-implementation journey for customers in the United States. You will drive adoption, mitigate risk, and uncover growth opportunities while serving as the main customer contact and internal advocate.

You will collaborate with cross-functional teams to deliver value, build strong relationships, and guide customers toward success with enterprise software solutions. This is a remote role with up to 25% travel.

Qualifications

• Bachelor's degree or equivalent experience and at least 2 years in a Customer Success role.
• Strong oral and written communication skills with professional demeanor across all levels.
• Excellent organizational, multi-tasking, and time management abilities with minimal supervision.
• Proven ability to establish rapport, influence and mobilize teams toward shared outcomes.
• Business and technology acumen with the ability to thrive in a fast-paced environment; up to 25% travel.

Responsibilities

• Drive retention and growth by acting as a trusted contact throughout the customer lifecycle—from contract signature through renewal and expansion.
• Mitigate risk by developing Save Plans with account and leadership teams to protect ARR and reduce churn.
• Deliver business reviews with cross-functional teams and relay customer feedback to shape the product roadmap.
• Build customer advocates and coordinate with care and technical teams to manage escalations.
• Represent the voice of the customer across internal teams to ensure timely resolution of questions and issues.
• Mentor and coach team members to drive growth and quality through knowledge sharing.

Skills

Communication

Organization

Time management

Relationship building

Travel readiness

Education

Bachelor's degree or equivalent

Job description

Hyland is seeking a Senior Customer Success Manager to own the post-implementation journey for customers in the United States. You will drive adoption, mitigate risk, and uncover growth opportunities while serving as the main customer contact and internal advocate.

You will collaborate with cross-functional teams to deliver value, build strong relationships, and guide customers toward success with enterprise software solutions. This is a remote role with up to 25% travel.