Client Services Manager

The regulatory environment is uncertain and changing fast, and companies are struggling to navigate all of the requirements. Most companies today still rely on ad-hoc tools (e.g. spreadsheets) and manual processes to manage their compliance projects, putting themselves in a precarious position. In addition to greater risk, the human capital required to maintain compliance is going up at an alarming rate, putting operational budgets under great strain. Hyperproof’s cloud-based compliance operations software not only addresses these problems but also provides companies the peace of mind of knowing they are doing their most ethical work, with a level of transparency not previously possible.

Job Description

Role of the Customer Success Manager: Hyperproof CSM’s act as the face of the organization to our existing customers and channel partners. They are trusted business advisors that work with the end-user to deeply understand their needs and ensure the deployment of Hyperproof and ongoing support deliver an exceptional customer experience focused on solving their most pressing requirements.

What You Do: You are a rockstar communicator and problem solver. You dive deep into our customer and partner needs to unlock value and work tirelessly to deliver results to them. You are a true product expert and understand the different ways to layer features and functions of the software to solve the types of issues our users experience in their day to day. Internally, you are a known customer advocate and trusted teammate to cross-functional teams like Product, Engineering, Marketing, and Sales. The company looks to you to help determine the direction of our organization to best suit the needs of our customers. You own the long-term relationships of Hyperproof’s customers and carry yourself with aplomb, both internally and externally.

Day-in-the-life: A day in the life of a Hyperproof CSM may include:

• Day-to-day relationship management of a set of Hyperproof Customers (either commercial, enterprise or both).
• Deliver training to end-users at our customer and partner organizations to ensure they fully understand the use of Hyperproof.
• Working with internal stakeholders to deliver on customer feature requests, resolve product issues, and understand our product roadmap in the context of our customer’s needs.
• Report on customer and partner behavior, business needs, blockers, and successes to Hyperproof’s Director of Customer Success.

Qualifications 

Experience: 

• 3-5 years of experiencing delivering success to end user customers in a SaaS/Technology environment
• Bachelor’s Degree preferred
• Bonus: Familiarity with InfoSec/Regulatory compliance

Skills: 

• Business: You are a trusted advocate to our customers and are a product expert. You understand their needs and back Hyperproof into them
• Relationships: Your experience in Customer Success or Account Management help you quickly earn our customer’s and partner’s trust. The relationships that you develop become a critical part of Hyperproof’s renewal strategy.
• Technical Acumen: This isn’t your first rodeo in a tech environment. You are familiar with our customer and internal tools and have the chops to deliver concise technical solutions in an impactful way.
• Communication: Both verbally and written you bring clarity to murky situations. You are comfortable presenting to groups and communicate clearly under pressure.

Tools:

• Google Suite: Docs, Sheets, Slides
• Atlassian Suite: Jira, Confluence, Trello
• Communications: Gmail, Zoom, Slack, MSFT Teams
• OS: Windows, Mac
• We are a fast-growing startup: we value everyone’s voices and each individual has the ability to shape and influence the direction of the company
• Every individual is an owner of the company — we offer equity compensation in addition to base salary.
• Work on meaningful, challenging projects that align with your interests and ultimately advance Hyperproof’s mission of helping organizations keep their promises 
• Work with managers and leaders who seek to understand your career aspirations and support you in achieving your long-term career goals
• Work under a highly-seasoned executive leadership team that collectively has over 150 years of experience in launching successful enterprise software used by the biggest companies in the world
• Work with a highly functional team. We value integrity, transparency, and authenticity and take pride in the fact that we’re able to work through challenges constructively and collaboratively

Compensation, benefits, and perks: 

• Base salary and equity compensation
• Health, Dental, and Vision insurance
• Unlimited Paid Time Off policy
• 401K which vests immediately, complete with company match
• Commuting compensation
• Flexible location/hours; this role can be remote