Strategic Customer Success Manager

Hyperproof; Seattle (WA); Remote; USD 92,000 - 141,000; Full time

Job summary

A leading company in risk and compliance management is seeking a Strategic Customer Success Manager to enhance customer relationships and drive value. The ideal candidate will be a product expert, advocate for customers, and work closely with cross-functional teams to ensure exceptional service. This role offers a fully remote setup with competitive compensation and benefits, including unlimited PTO and a strong focus on employee well-being.

Benefits

Unlimited PTO

401K with 4% company match

Health coverage for medical, dental, and vision

500 home office stipend

Quarterly wellness stipend

Parental leave

Annual company events

Qualifications

• 5+ years of experience in SaaS/Technology customer success.
• Experience in complex and ambiguous situations.

Responsibilities

• Own customer relationships and serve as primary escalation path.
• Develop tactics and objectives to deliver customer success.
• Partner with internal teams to address customer needs.

Skills

Communication

Problem Solving

Customer Advocacy

Product Expertise

Education

Bachelor's Degree

Tools

Salesforce

Jira

Confluence

Google Suite

Slack

Job description

We are hiring a Strategic Customer Success Manager to work with our Customer Success team. The Strategic Customer Success Manager acts as the face of our organization to our existing customers and channel partners. You are considered a trusted business advisor that works with the end-user to deeply understand their needs, ensure the value delivery of the product, provide ongoing support, and ensure an exceptional customer experience focused on solving their most pressing requirements. Reporting to our Sr. Manager of Customer Success.

WHO YOU ARE

• You are an excellent communicator and problem solver.
• You dive deep into our customer's need to unlock value and work tirelessly to deliver results to them.
• You are a true product expert and understand the different ways to layer features and functions of the software to solve the types of issues our users experience in their day-to-day.
• Internally, you are a known customer advocate and trusted teammate to cross-functional teams like Product, Engineering, Marketing, and Sales. The company looks to you to help determine the direction of our organization to best suit the needs of our customers.
• You own the long-term relationships of Hyperproof's customers and carry yourself with aplomb, both internally and externally.

WHAT YOU'll DO

• You'll be the main point of contact, owning the customer relationship, and serving as the customer's primary escalation path to mitigate and resolve customer issues.
• You'll move the customer along the defined customer journey, helping deliver, measure and manage value outcomes.
• You'll develop tactics, objectives and key results, activities, and milestones to deliver success, and drive that within the portfolio.
• You'll Work alongside account management to ensure upsell opportunities are identified, prioritized, supported, and won.
• You'll partner with internal stakeholders to deliver on customer feature requests, resolve product issues, and understand our product roadmap in the context of our customer's needs.
• You'll elevate customer behavior, business needs, risks, blockers, and successes internally in partnership with Customer Success leadership.

HOW YOU'LL KNOW YOU ARE SUCCESSFUL

• You'll be a driver for positive customer health and value scores
• You'll take 100% ownership of all account operations
• Within your first 3 months you'll become a Hyperproof Product Expert
• Within your first 6 months you'll be seen and utilized as a strategic resource to your customers

WHAT YOU'LL BRING

• 5+ years of experiencing delivering success to end using customers in a SaaS / Technology environment
• Experience in operating with significant autonomy in complex and ambiguous situations
• Bachelor's Degree preferred
• Bonus : Familiarity with InfoSec / Regulatory compliance

WHATS OUR TECH

• Google Suite : Docs, Sheets, Slides
• Atlassian Suite : Jira, Confluence, Trello
• CRM : Salesforce, Planhat
• Communications : Gmail, Zoom, Slack, MSFT Teams

LOCATION

• We are a fully remote company! This preference for this role is the Eastern or Central time zones, as you will be responsible primarily for coverage of the Central, East coast, and EMEA.

CANDIDATE EXPERIENCE

We value your time and want you to know what to expect from us. For this interview, we expect to ask you to participate in 5 interviews and expect this to be completed in 4 hours within 2 weeks.

• Talent Acquisition Screening
• Interview with the Sr. Manager of Customer Success
• Interview with our Bar Raiser - VP of Customer Success
• Interview with our Head of Enterprise Sales
• Interview with a Strategic Customer Success Manager

The full compensation package is based on candidate experience and certifications.

Remote USA

92,000

141,000 USD

WHERE YOU'LL GO

• Hyperproof also loves to see an internal transfer. If a linear career path is not what you're looking for, you can work with your manager and our people team to explore lateral moves to other parts of the organization as you continue to grow with us.

WHAT WE OFFER TO OUR EMPLOYEES

Please note : Benefits listed below are for employees in the United States; contractor roles or international positions may differ

• Annual compensation reviews + equity
• Unlimited PTO : strongly encouraged to unplug and recharge

Health : coverage for medical, dental, and vision - employee and dependents

• 401K, which vests immediately, complete with a 4% company match
• 12 weeks of Parental leave and 1 year free diapers and wipes with Honest
• Annual company in-person events and quarterly in-person connects
• 500 home office stipend - at the time of hire. Any additional home office needs are requested as needed.
• 100 quarterlypaid wellness stipend
• Slack channel notifications turn off after 5 pm based on your time zone
• Two Hypercharge weeks of rest where we close company-wide (July & Dec)

It's an exciting time to be at Hyperproof we recently raised $40 million in our Series B financing, further cementing Hyperproof as the emerging leader in the risk and compliance management space.

At Hyperproof's core are our passionate team members who focus on user experience, beautiful design, and evangelize a positive social impact of our cloud based platform. We help organizations streamline their risk and compliance workflows so our customers can spend more time strategically managing programs and less time wrangling spreadsheets.

We are disrupting the governance, risk, and compliance software space with our innovative platform by helping traditionally unsung heroes (compliance professionals) do the right things so the wrong things don't happen.

Learn more about the @hyperproof culture and how it all started

EQUAL OPPORTUNITY EMPLOYER

Hyperproof is committed to a diverse and inclusive workplace

it's one of our core values!

Hyperproof is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.