Hypori - Customer Success Manager, Federal Accounts
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 • Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers • Required active Secret/TS clearance • 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) • 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
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
Benefits
• $160,000 – $180,000 (commensurate with experience), plus 10% annual performance bonus. • Hypori 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. • In addition to the base compensation, Hypori also offers a performance bonus, which is primarily contingent upon company-wide performance.
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