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Hyland · 1 day ago

Customer Success Manager 3

United States

Full-time

Remote

Mid, Senior Level

$101K/yr - $103K/yr

Hyland is a company focused on maximizing customer value, and they are seeking a Customer Success Manager III to serve as a strategic partner to their clients. This role is responsible for driving product adoption, maintaining strong relationships, and identifying growth opportunities for customers post-sale.

Computer Software

Responsibilities

Drive retention, growth and ROI among assigned strategic, high-value SaaS accounts

Own and execute strategic account plans that align customer business objectives with measurable success outcome, renewal timelines and growth opportunities

Serve as a trusted advisor to executive-level stakeholders and lead business reviews to communicate value realization, ROI, risk and strategic recommendations

Leverage customer health data, usage and engagement metrics to anticipate risk and proactively drive mitigation plans to protect retention

Partner with renewal teams to help lead renewal strategies for high-risk accounts

Represent the voice of the customer and act as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy

Identify and cultivate customer advocates to support references, case studies, and customer engagement initiatives

Operate in evolving processes and provide guidance where formal procedures are not yet established

Contribute to the development and continuous improvement of Customer Success processes, playbooks, and best practices

Mentor and guide junior CSMs, sharing best practices for customer engagement, adoption, and expansion

Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

Qualification

SaaS account managementCustomer Success PlatformsSalesforce proficiencySaaS Metrics understandingInfluencing skillsMulti-tasking abilityCommunication skillsOrganizational skills

Required

Bachelor's degree or equivalent experience

Proven track record to managing enterprise-level, SaaS accounts and driving retention, adoption and expansion in a Customer Success or Account Management role

Understanding of SaaS Metrics: NRR, GRR, Churn, adoption, health scoring

Experience in Gainsight or leading Customer Success Platforms

Experience in Salesforce or leading Customer Relationship Management Platforms

Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact, both inside and outside the company

Strong organizational, multi-tasking, and time management skills

Demonstrated ability to influence, motivate, and mobile team members and business partners

Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical

Willingness to travel based on the customer and business needs

Benefits

Eligible for benefits

Company

Hyland

Glassdoor3.4

Hyland uniquely empowers your organization with unified access to AI-enabled enterprise content and unstructured data across repositories, unlocking profound insights that fuel innovations – fundamentally redefining how you operate and engage with those you serve.

Founded in 1991