Customer Success Manager (Commercial Accounts)

• Hypori is looking for a customer-obsessed, retention-focused Customer Success Manager to join our growing GTM team
• You will own the post-sale experience for a portfolio of commercial and regulated-industry customers, driving onboarding, adoption, renewals, and expansion so every deployed user becomes a success story
• Partnering closely with Sales, Sales Engineering, Product, and Support, you will be the trusted advisor who turns a first deployment into a long-term, growing partnership
• If you are proactive, data-driven, and energized by helping security and IT leaders succeed, this role is built for you
• 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

• Performance Bonuses
• Traditional (pre-tax), Roth (after tax) and catch-up deferral options
• Numerous Investment Options
• Flexible Spending Account Plan
• Flexible Spending Account - Dependent Care Plan
• Short- and Long-Term Disability Insurance
• Life and AD&D Insurance
• Wellness Programs
• Employee Assistance Program
• Fitness and Wellness Discount Programs
• 10 Paid Holidays + 2 Floating Holidays
• Generous and flexible Paid Time Off (3 weeks)
• 401k Savings Plan and Company Match
• Stock Option Program
• Culture of Ownership
• Health Insurance – 3 Plans to Choose From
• HSA Plan with Company Contribution
• Dental Insurance – Basic and Buy Up Plan
• Vision Insurance
• Critical Illness Insurance, Hospital Indemnity Plan & Accident Insurance
• Legal Shield and ID Shield
• Remote work program
• Careers across the US
• Paid Military Leave
• Paid Parental Leave
• Employee Referral Bonuses range from $5,000 - $10,000

• Data-driven, with experience using health scores and KPIs to manage a portfolio
• Confident presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs
• 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
• 5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS
• Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango
• A clear, confident communicator who can run a sharp QBR and navigate a difficult renewal conversation with equal ease
• Energized by building, eager to shape CS playbooks and processes as the team scales
• A trusted advisor who earns credibility with technical teams and executives alike, and builds relationships that outlast any single champion
• An owner who treats retention and customer outcomes as personal standards, not just metrics
• Proactive by nature: you spot risk and opportunity in the data before the customer has to raise it
• Organized and accountable, managing a full portfolio of competing priorities without letting anything slip
• Experience building CS playbooks and processes at a growth-stage company
• 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
• Proactive, organized, and accountable, with excellent written and verbal communication
• Working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts