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
OS: Windows, Mac
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
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
Equity
Unlimited PTO: strongly encouraged to unplug and recharge
401K which vests immediately, complete with a 4% company match
12 weeks of Parental leave and 1 year free diapers with Honest
$1000 home office stipend – at the time of hire. Any additional home office needs are requested as needed.
$100 quarterly paid wellness stipend
Choose your tech – PC or Mac laptop
Slack channel notifications turn off after 5 pm based on your time zone
Annual company in-person events
Health: coverage for medical, dental, and vision – employee and dependents.
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.
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
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
$1000 home office stipend – at the time of hire. Any additional home office needs are requested as needed.
$100 quarterly paid wellness stipend
Pet insurance
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
