Your mission
At Hypatos, we believe that customer success is at the core of our growth and reputation.
As a Customer Success Manager (CSM), your mission will be to drive unparalleled value for our customers by ensuring their satisfaction, retention, and ongoing success. You will collaborate closely with our customers, understanding their unique needs, and orchestrating strategic initiatives to maximize the value they derive from our products and services.
Your dedication to building lasting relationships and your expertise in developing processes and playbooks will be crucial in elevating our customers’ journey.
As a Customer Success Manager, you will be responsible for:
– Building and nurturing strong relationships with clients, acting as their primary point of contact
– Collaborating with clients to understand their business goals, challenges, and aligning our solutions to their needs
– Designing and implementing tailored success plans to drive client adoption, expansion, and retention
– Proactively identifying upsell and cross-sell opportunities to promote the growth of our customer accounts
– Developing and documenting scalable processes, best practices, and playbooks for the CSM team
– Monitoring customer health and engagement metrics, taking proactive steps to mitigate any potential risks
– Conducting regular business reviews with clients to showcase their ROI and addressing areas of improvement
– Coordinating internal cross-functional teams to ensure timely issue resolution and service delivery
– Serving as the voice of the customer, providing feedback to the product and marketing teams for continuous improvement
– Keeping abreast of industry trends and best practices in customer success to drive innovation within the team
Your profile
We are seeking an experienced Customer Success Manager who thrives on building impactful relationships and driving customer success. The ideal candidate should possess:
– A bachelor’s degree in a relevant field or equivalent practical experience
– A minimum of 3-4 years of hands-on experience in a CSM or CSM Ops role, with a focus on SaaS products
– Proven track record of creating and implementing customer success processes, playbooks, and strategies
– Strong understanding of customer lifecycle management, with the ability to drive adoption and retention
– Exceptional communication and presentation skills, with the ability to convey complex ideas clearly
– Analytical mindset with the ability to interpret customer data and derive actionable insights
– Proactive problem-solving skills and the ability to navigate challenging situations diplomatically
– Team player mentality with the capacity to collaborate effectively across cross-functional teams
Nice to have:
– Account Payable or fintech experience is a plus
– Experience in analysing Finance processes is a plus
– Certification in customer success (e.g., Customer Success Association, Gainsight)
– Project management skills with the ability to manage multiple initiatives simultaneously
Our Promise
We trust amazing people to do amazing things and make a long-term impact – we give you Freedom and ownership of meaningful work that directly impacts the business
Beyond a top market compensation, you will enjoy a personal development budget, meal allowance, sporting activities and free beers as well as a hybrid working model
We’re building a positive organizational culture where personal and professional growth are just as important as business growth
We believe different perspectives make Hypatos a better community – that is why we’re committed to building a diverse and inclusive environment where you feel you belong
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