Senior Customer Success Manager
4 weeks ago
As a Senior Customer Success Manager at Hygraph, you will be responsible for serving as the primary point of contact and project manager for our customers in the North American market. Your goal will be to help them achieve their technical and business goals while driving retention and expansion using our product.
You will build personal relationships with multiple stakeholders per account, earning their trust and respect by enabling them to succeed. You will work closely with our Sales, Product, and Support team and report directly to our VP Customer Experience.
We are looking for a self-starter with the ability to work independently, manage time effectively, and drive sales without constant supervision. If you have an entrepreneurial spirit with the willingness to take the initiative, experiment with new approaches, and adapt quickly to changes, this may be a great opportunity for you.
Key Responsibilities- Project manage successful onboardings
- Advise customers on best practices to ensure long-term project success
- Help customers establish Centres of Excellence
- Define what success and value mean for each customer
- Be an active project manager for customers' projects at each stage in their journey with us
- Develop strong knowledge of the product and our best practices
- Identify expansion opportunities with your customers and coordinate with our sales team
- Be in continuous touch with both business leaders and developers
- Prepare, organize, and lead check-in calls, meetings, and business reviews with customers
- Connect customers with other subject matter experts within Hygraph
- Prioritize and address multiple requests from multiple customers
- At least 4 years of professional experience in an outward-facing role such as customer success management, technical account management, or technical consulting
- Experience with Headless products is mandatory (CMS, PIM, E-comm, or other tools)
- Familiarity with current web and mobile technologies in the context of project development
- Experience working with annual or multi-year subscription sales models
- Experience working with solution architects, developers, and/or technical support teams to solve customers' technical challenges
- Ability to prioritize a large number of competing requests and ability to thrive under pressure
- Excellent English communication skills, both verbal and written
- CMS experience and knowledge (either as a developer or author) are a plus
- Success driving strategy and achieving outcomes for large companies is a big plus (Fortune 500, Global 2000, etc.)
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