[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Hypori, Inc. is seeking a Customer Success Manager to own the post-sale experience for commercial and regulated-industry customers. The role drives onboarding, adoption, retention, renewals, and expansion while partnering with Sales, Product, Engineering, and Support.

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

• 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
• Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers
• Working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts
• Experience building CS playbooks and processes at a growth-stage company
• Proactive, organized, and accountable, with excellent written and verbal communication
• A trusted advisor who earns credibility with technical teams and executives alike, and builds relationships that outlast any single champion
• Proactive by nature: you spot risk and opportunity in the data before the customer has to raise it
• An owner who treats retention and customer outcomes as personal standards, not just metrics
• A clear, confident communicator who can run a sharp QBR and navigate a difficult renewal conversation with equal ease
• Organized and accountable, managing a full portfolio of competing priorities without letting anything slip
• Energized by building, eager to shape CS playbooks and processes as the team scales

Benefits

• Remote - US
• Medical, dental, and vision insurance
• Parental leave
• Life and disability packages
• A 401(k) plan with employer-matching contributions that vest starting from your first day of employment
• A performance bonus, primarily contingent upon company-wide performance
• Investment in the tools and skills required to be strong, collaborative colleagues and people managers

Company Overview