[Hiring] Senior Customer Success Manager @Hyland

Role Description

The Senior Customer Success Manager helps new and existing customers derive the most value from Hyland's products and services. This position owns the customer journey post-implementation — maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and creating customer growth opportunities. The Senior Customer Success Manager serves as a primary point of contact representing the customer.

• Drive retention and growth by acting as a trusted point of contact throughout the customer lifecycle — from contract signature through renewal and expansion.
• Collaborate with customers to understand business objectives and design comprehensive Success Plans with clear objectives reviewed monthly.
• Focus on risk mitigation through early intervention; develop and execute comprehensive Save Plans in partnership with account and leadership teams.
• Deliver business reviews in collaboration with cross-functional departments, ensuring customers receive timely, strategic insights.
• Serve as an internal advocate for customer product feature priorities and feedback, aligning with the product team to influence the product roadmap.
• Partner with customer care and technical account management teams to avert and manage critical escalations.
• Represent the voice of the customer by acting as a strategic feedback agent to inform the company's support, marketing, sales, services, partner, and product strategy.

Qualifications

• Bachelor's degree or equivalent experience with a minimum of 2 years of experience as a Customer Success Manager.
• Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Strong organizational, multi-tasking, and time management skills.
• Strong business and technology acumen with demonstrated knowledge of company software and technology.
• Demonstrated ability to influence, motivate, and mobilize team members and business partners; up to 25% travel time required.

Requirements

• Experience managing or participating in cross-functional projects.
• Strong collaboration skills applied successfully within the team and across other areas of the organization.
• Strong ability to establish rapport and gain the trust of others; effective at building consensus.
• Self-motivated with the ability to manage projects to completion with minimal oversight.
• Strong ability to apply original thinking to translate strategic goals into innovative ideas and design solutions.

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.
• Hyland's mission is to help employees, customers, and partners exceed their potential with an industry-leading content services platform.
• Hyland supports employees through career development resources, wellbeing programs, and innovation practices.
• Hyland values diversity and is committed to providing an inclusive workplace for all employees and applicants.