Senior Customer Success Manager

Job Description

Company Description Hyperscience is a market leader in hyperautomation and a provider of enterprise AI infrastructure software. The Hyperscience Hypercell platform unlocks the value of an organization’s back office data through the automation of end-to-end processes, and transforms complex documents into LLM and RAG-ready data to power enterprise GenAI experiences. This enables organizations to transform manual, siloed processes into a strategic advantage, resulting in a faster path to decisions, actions, and revenue; positive and engaging customer, public, and patient experiences; and dramatic increases in productivity. Leading organizations across the globe rely on Hyperscience to drive their hyperautomation initiatives, including American Express, Charles Schwab, Fidelity, HM Revenue and Customs, Mars, Stryker, The United States Social Security Administration, and The United States Veterans Affairs. The company is funded by top tier investors including Bessemer Venture Partners, Battery, FirstMark, Stripes, and Tiger Global. The role: The Customer Success Manager (CSM) will connect with their assigned Hyperscience customers immediately post-sales. You will partner closely with the Implementation Managers and own the ongoing customer relationships post-implementation. Once the customer has gone live, the CSM will work cross-functionally to help customers deploy new use cases, track adoption and ensure each customer achieves their desired outcomes. Successful CSMs will be excited by having the freedom of doing the “best job possible”, owning high-touch, high-impact relationships with executive stakeholders at global enterprises and government agencies, and driving real improvement in customer operations through our software. This is a full-time position, remote (with occasional travel for customer visits/team events), and reporting to the Director of Customer Success.

Responsibilities

• Build and maintain strong relationships with customers across all levels, from technical users to executives, post-sales.
• Understand customer business needs and provide tailored solutions to address their challenges.
• Manage and prioritise multiple customer accounts, ensuring a high-touch experience.
• Track and drive product adoption metrics and key milestones.
• Act as a point of escalation for technical issues, assisting with root cause analysis.
• Monitor customer health and collaborate cross-functionally to drive improvements.
• Assist customers with resource planning for regular updates and deployments.
• Provide input on the product roadmap and advocate for customer-aligned features.
• Collaborate with Account Executives on contract renewals, upsell, and expansion opportunities.
• Work with Marketing to coordinate customer events and create content like case studies.

Qualifications/requirements:

• 5+ years of experience in account management, customer success, software implementation, or automation consultancy.
• Proven experience working with large enterprises and government agencies, handling complex organisational challenges.
• Background in the B2B tech or SaaS industry.
• Passion for solving real-world problems and driving customer success.
• Strong emotional intelligence, including curiosity, empathy, self-awareness, and integrity.
• Self-starter with the ability to work independently with minimal oversight.
• Enthusiastic about learning and capable of understanding complex technical information.
• Experience working with top executives on critical, high-stakes issues.
• Excellent communication and presentation skills, both internally and externally.
• Success in leading projects with customers across varying technical skill levels.
• Willing to travel for on-site customer meetings and team/company events

Benefits & Perks: - Top-notch healthcare for you and your family - A pension match for up to 6% of your annual salary - Flexible PTO with the approval of your manager - 12 weeks of parental leave and an additional 4 weeks for birthing parents - Stock options We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. --- PLEASE BE AWARE of, and cautious about, potential recruitment fraud. All of our open jobs can be found directly on our careers page at: https://www.hyperscience.com/about-us/careers/open-positions/ We will never communicate with candidates except via our @hyperscience.com email domain. Any communication you receive outside of these parameters is potentially fraudulent. Additionally, we never conduct interviews solely via online tests, nor do we make job offers without multiple cross functional live interviews via Zoom, phone or onsite. We only ask for personal information via our application process on our careers page or through a verifiable background check company during onboarding. Apply for this job