[Hiring] Senior Customer Success Manager @Hyland

Role Description

As a Senior Customer Success Manager at Hyland, you'll be the primary point of contact for our Healthcare customers — guiding them through every stage of their journey to ensure they're getting the most value from our products and services. You'll build trusted relationships, drive adoption and retention, and act as the voice of the customer internally. If you're passionate about helping organizations succeed and thrive on building meaningful partnerships, this role is for you.

• Drive retention and growth by acting as a trusted point of contact throughout the entire customer lifecycle — from contract signature through renewal and expansion — collaborating to understand business objectives and designing comprehensive Success Plans reviewed on a monthly basis.
• Focus on risk mitigation through early intervention, developing and executing Save Plans in partnership with account and leadership teams to protect ARR and reduce churn.
• Partner with customer care and technical account management teams to manage critical escalations, rallying internal resources and keeping leadership informed throughout.
• Serve as an internal advocate for customers' product feature priorities and feedback, aligning with the product team to influence the roadmap while building customer advocates who share success stories at events and beyond.
• Represent the voice of the customer by coordinating internal resources to address questions, concerns, and issues — ensuring resolution and driving consistently positive customer experiences.
• Mentor, coach, and provide feedback to team members while contributing to overall team growth through knowledge sharing and best practice coaching.

Qualifications

• Minimum 2 years of experience as a Customer Success Manager with a demonstrated ability to manage customer relationships and drive retention and growth.
• Strong oral and written communication skills with a professional demeanor and the ability to engage with others with discretion and tact.
• Self-motivated with the ability to manage multiple projects to completion with minimal oversight in a fast-paced, deadline-driven environment.
• Strong collaboration and interpersonal skills with the ability to build rapport and maintain professionalism across teams and departments.
• Demonstrated ability to influence, motivate, and mobilize team members and business partners to deliver on commitments.

Requirements

• Bachelor's degree or equivalent experience in a relevant Healthcare field.
• Strong business and technology acumen with solid knowledge of Microsoft operating systems and Office products.
• Experience managing or participating in cross-functional projects with multiple stakeholders.
• Strong organizational and time management skills with the ability to successfully multi-task across competing priorities.
• Strong ability to use original thinking to translate goals into new ideas and design solutions that drive measurable customer success.

Company Description

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve.

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.