Customer Success Manager at Hypori

Job description

Hypori, Inc. is a high-growth cybersecurity SaaS company transforming how organizations think about secure mobility. Our virtual workspace platform enables users to access enterprise apps an d d ata from a ny mobile device—with zero data on the endpoint and total personal privacy. Backed by $55M in funding from investors including UBS, AE Industrial Partners, Hale Capital Partners, and GreatPoint Ventures, Hypori is expanding into new commercial and regulated markets. Learn more at hypori.com. Overview Hypori is looking for a customer-obsessed, retention-focused Customer Success Manager to join our growing GTM team. You will own the post-sale experience for a portfolio of commercial and regulated-industry customers, driving onboarding, adoption, renewals, and expansion so every deployed user becomes a success story. Partnering closely with Sales, Sales Engineering, Product, and Support, you will be the trusted advisor who turns a first deployment into a long-term, growing partnership. If you are proactive, data-driven, and energized by helping security and IT leaders succeed, this role is built for you. 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 Requirements 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 Nice to Have 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 Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango) Who You Are 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 Compensation: $160,000 – $180,000 (commensurate with experience), plus an annual performance bonus. About Us Hypori Inc. provides a generous benefits package for full-time employees that includes medical, dental, and vision insurance, parental leave, and life and disability packages. We also invest in our employees' futures by providing a 401(k) plan with employer-matching contributions that vest starting from your first day of employment. In addition to the base compensation, Hypori also offers a performance bonus, which is primarily contingent upon company-wide performance. We are dedicated to investing in the tools and skills required to be strong, collaborative colleagues and people managers to help build and retain a strong workforce. Hypori is an Equal Employment and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by law. At Hypori, we are committed to creating and promoting an inclusive workplace that embraces differences and perspectives – making us a stronger, more successful company. In doing so, we are committed to providing reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application or hiring process should contact people@hypori.com for assistance. #Hypori

Requirements

Must-haves

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
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
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

Nice-to-haves

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
Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango)

Application prep

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Platform: greenhouse
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Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Parental Leave