Senior Customer Success Manager

2 months ago

Remote, Oregon, United States Hyperscience Full time

Company Description

Hyperscience is a market leader in hyperautomation and a provider of enterprise AI infrastructure software. The Hyperscience Hypercell platform unlocks the value of an organization's back office data through the automation of end-to-end processes, and transforms complex documents into LLM and RAG-ready data to power enterprise GenAI experiences. This enables organizations to transform manual, siloed processes into a strategic advantage, resulting in a faster path to decisions, actions, and revenue; positive and engaging customer, public, and patient experiences; and dramatic increases in productivity.

Leading organizations across the globe rely on Hyperscience to drive their hyperautomation initiatives, including American Express, Charles Schwab, Fidelity, HM Revenue and Customs, Mars, Stryker, The United States Social Security Administration, and The United States Veterans Affairs. The company is funded by top tier investors including Bessemer Venture Partners, Battery, FirstMark, Stripes, and Tiger Global.

The Customer Success Manager (CSM) will connect with their assigned Hyperscience customers immediately post-sales. You will partner closely with the Implementation Managers and own the ongoing customer relationships post-implementation. Once the customer has gone live, the CSM will work cross-functionally to help customers deploy new use cases, track adoption and ensure each customer achieves their desired outcomes.

Successful CSMs will be excited by having the freedom of doing the "best job possible", owning high-touch, high-impact relationships with executive stakeholders at global enterprises and government agencies, and driving real improvement in customer operations through our software.

This is a full-time position, fully remote, reporting to the Director of Customer Success.

Responsibilities

  • Build deep, long-lasting relationships with our customers post-sales at multiple organizational levels, from technical users to executives
  • Become intimately familiar with the business realities of the customers and provide prescriptive solutions to help solve their business challenges
  • Effectively manage and prioritize multiple customers with competing needs and varying processes while maintaining a high-touch customer experience
  • Measure and drive adoption metrics
  • Work closely with customers to launch new use cases; monitor key milestones and leverage executive relationships to ensure project timelines are met
  • Act as an escalation point for customer's technical support requests, help prioritize issues and perform root cause analysis to deliver long term gains
  • Monitor customer health metrics to stay ahead of customer frustrations and work cross-functionally to identify and drive internal areas of improvement
  • Assist customers with resource planning to test and deploy Hyperscience updates and releases on a regular cadence
  • Provide inputs into product roadmap discussions and advocate for product features that are as closely aligned to customer requirements as possible
  • Collaborate with Account Executives to track and execute contract renewals and actively pursue upsell and expansion opportunities
  • Liaise with Marketing team to coordinate customer events and create content for case studies and other customer-centric collaterals

Qualifications

  • 7+ years experience in account management, customer success, software implementation or automation consultancy
  • Experience with large enterprises and government agencies with complex organizational and operational challenges
  • Experienced in the B2B tech space or with SaaS companies
  • You have a passion for solving real world problems and find satisfactions in making our customers successful
  • High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
  • Self-starter able to take on tasks with minimal oversight and guidance
  • Love of learning and an aptitude for absorbing and synthesizing technically complex information
  • Proven ability to work with top executives on critical (and expensive) issues
  • Excellent communication (written and verbal) and presentation skills, both internally and externally
  • Demonstrated success at leading projects with customer teams at various levels of technical and non-technical depth
  • Available to travel to on-site customer meetings periodically - we expect CSMs will travel 10-20% of the work days each month within EMEA once it is safe to resume travel

#li-remote

Nice to have

  • Experience with RPA, OCR, document management systems, or intelligent document processing

Benefits

Top-notch healthcare for you and your family

A 100% 401(k) match for up to 6% of your annual salary

Flexible PTO with the approval of your manager

12 weeks of parental leave and an additional 4 weeks for birthing parents

Stock options

We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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PLEASE BE AWARE of, and cautious about, potential recruitment fraud. All of our open jobs can be found directly on our careers page at:

We will never communicate with candidates except via our email domain. Any communication you receive outside of these parameters is potentially fraudulent.

Additionally, we never conduct interviews solely via online tests, nor do we make job offers without multiple cross functional live interviews via Zoom, phone or onsite. We only ask for personal information via our application process on our careers page or through a verifiable background check company during onboarding.

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