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Lead Customer Success Strategist

2 months 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 main liaison and project coordinator for our clients in the North American region, assisting them in reaching their technical and business objectives while fostering retention and growth through our offerings. You will cultivate personal connections with various stakeholders within each account, gaining their trust and respect by facilitating their success. You will collaborate closely with our Sales, Product, and Support teams and 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 methods, and adapt swiftly to evolving circumstances, this role may be an excellent fit for you.

Key Responsibilities
  • Oversee successful onboarding processes, advising clients on best practices to ensure long-term project success and assist them in establishing Centres of Excellence.
  • Define success and value for each client to guarantee that their implementation meets their business objectives.
  • Serve as a trusted advisor to our clients, advocating for Hygraph.
  • Manage customer projects through all phases of their journey with us—from onboarding to product exploration, implementation, initial project success, and ultimately expanding the use of Hygraph within their organization.
  • Develop a deep understanding of our product and best practices, collaborating closely with the product team on delivery and feedback.
  • Identify growth opportunities with your clients and coordinate with our sales team to achieve mutually beneficial contract expansions.
  • Maintain continuous communication with business leaders, developers, and other stakeholders.
  • Organize and lead check-in calls, meetings, and business reviews with clients.
  • Connect clients with other subject matter experts within Hygraph.
  • Efficiently prioritize and address multiple requests from various clients.
Expectations
  • A minimum of 4 years of 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 similar 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 manage a high volume of competing requests and thrive under pressure.
  • Excellent English communication skills, both verbal and written.
  • CMS experience and knowledge (as a developer or author) are advantageous.
  • Proven success in driving strategy and achieving results for large organizations is a significant plus (Fortune 500, Global 2000, etc.).
Hiring Process
  • Application review.
  • Introductory call with our Talent Manager.
  • Interview with our VP of Customer Experience.
  • Case study with debriefing with our Commercial and/or Leadership Team.
  • Team Fit Call & Reference Check.
  • Job Offer.
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 dynamic digital experiences that engage their customers 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.

Join a remote-first and globally distributed team of around 80 members, dedicated to collaborative, transparent, and passionate work. Our international and friendly team spans 18 countries, coming together annually for our off-site retreat. We believe in a remote-first approach, encouraging everyone to excel from wherever they are while working together with 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, qualities, and different cultures enhance our workspace's productivity and foster innovation and creativity.