Senior Client Success Advocate

2 weeks ago

New York, New York, United States Hygraph Full time
Impact You Will Have
As our Senior Customer Success Manager, you will act as the key liaison and project coordinator for our clients in the North American region, assisting them in achieving their technical and business objectives while enhancing retention and growth through our offerings. You will cultivate strong relationships with various stakeholders within each account, gaining their trust and respect by facilitating their success. Collaboration with our Sales, Product, and Support teams will be essential, and you will report directly to our VP of Customer Experience.

Ideal Candidate Profile
If you are a self-motivated individual capable of working autonomously, managing your time efficiently, and driving results without constant oversight, and if you possess an entrepreneurial mindset with a readiness to take initiative, explore new strategies, and adapt swiftly to evolving circumstances, this position may be an excellent fit for you.

Key Responsibilities

In this position, you will oversee successful onboarding processes, guide clients on best practices to ensure sustained project success, and assist customers in establishing Centres of Excellence. Additionally, we will define success and value for each client to guarantee that their implementation meets their business objectives.

Your Contributions Will Include:
  • Becoming a trusted advisor to our clients and advocating for Hygraph.
  • Actively managing customer projects throughout their journey with us—from onboarding to product exploration, implementation, initial project success, and ultimately expanding the use of Hygraph within their organization.
  • Developing a comprehensive understanding of our product and best practices, collaborating closely with the product team on delivery and feedback.
  • Identifying growth opportunities with your clients and coordinating with our sales team to achieve mutually beneficial contract expansions.
  • Maintaining continuous communication with business leaders, developers, and other stakeholders.
  • Preparing, organizing, and leading check-in calls, meetings, and business reviews with clients.
  • Connecting clients with other subject matter experts within Hygraph.
  • Efficiently prioritizing and addressing multiple requests from various clients.
Expectations from You
  • A minimum of 4 years of professional experience in a client-facing role such as customer success management, technical account management, or technical consulting.
  • Experience with Headless products is essential (CMS, PIM, E-commerce, or other tools; agency experience is advantageous).
  • Familiarity with current web and mobile technologies in the context of project development.
  • Experience with annual or multi-year subscription sales models.
  • Experience collaborating with solution architects, developers, and/or technical support teams to address clients' technical challenges.
  • Ability to prioritize numerous competing requests and thrive under pressure.
  • Excellent English communication skills, both verbal and written.
  • Experience and knowledge of CMS (either as a developer or author) are a plus.
  • Proven success in driving strategy and achieving outcomes for large organizations is a significant advantage (Fortune 500, Global 2000, etc.).
Application Process
  • Review of applications.
  • Introductory call with our Talent Manager.
  • Interview with our VP of Customer Experience.
  • Case study followed by a debriefing with our Commercial and/or Leadership Team.
  • Team Fit Call & Reference Check.
  • Job Offer.
The response time after application review and scheduling the initial call is typically within 1-2 weeks. Expect some adjustments as necessary.

About Hygraph

Hygraph is an innovative startup based in Berlin that recently secured $35M in funding. Guided by our core values of innovation, reliability, empowerment, agility, and scalability, Hygraph enables thousands of developers and content teams to create engaging digital experiences effortlessly. We are developing a Headless Content Management System (CMS) that offers a flexible and scalable platform for managing and delivering content across various platforms seamlessly. We are trusted to manage content for teams from over 50,000 organizations, including notable names.

As part of a remote-first and globally distributed team of approximately 80 members, we are dedicated to working collaboratively, transparently, and passionately. Our international and friendly team spans 18 countries, gathering once a year for our annual off-site retreat. We believe in a remote-first approach that empowers everyone to perform their best from any location while fostering transparency, accountability, and ownership. We continuously learn through feedback and have a yearly learning budget for training and conferences.

Hygraph is an equal-opportunity employer committed to hiring individuals from diverse backgrounds. We believe that diversity, unique experiences, and different cultures enhance our workspace's productivity and foster innovation and creativity.

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