OverviewHypori 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 UsHypori 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.
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