Strategic Customer Success Manager (PST)

Responsibilities

• 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

Requirements

• 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.
• 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 Pacific time zones, as you will be responsible primarily for coverage of the West Coast.
• 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 Director, Professional Services
• Interview with a Enterprise 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 quarterly paid wellness stipend
• Pet insurance discount
• 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

Benefits

Additional Information

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.

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