Senior Customer Success Manager
About the job
- A bachelor's degree or equivalent experience and at least 2 years of experience as a Customer Success Manager are required.
- Fluency in Spanish is required, along with strong oral and written communication skills to interact professionally with discretion and tact.
- Strong organizational, multitasking, and time-management skills are required, as is the ability to work independently in a geographically distributed regional environment.
- Strong business and technology acumen, demonstrated knowledge of company software and technology, and experience with ERP, CRM, or ECM solutions are required.
- Ability to influence, motivate, and mobilize team members and business partners is required.
- Proven experience managing enterprise-level customer portfolios in complex, multi-stakeholder environments is required.
- Drive retention and growth by serving as a trusted point of contact throughout the customer lifecycle, from contract signature through renewal and expansion; understand customer business objectives and design comprehensive Success Plans with clear objectives reviewed monthly.
- Mitigate risk through early intervention; develop and execute comprehensive Save Plans with account and leadership teams, rally internal resources to protect ARR, and mitigate churn.
- Deliver business reviews in collaboration with cross-functional departments, ensuring customers receive timely strategic insights.
- Advocate internally for customer product-feature priorities and feedback, align with the product team to influence the product roadmap, and cultivate customer advocates who share success stories at events and beyond.
- Partner with customer care and technical account management teams to prevent and manage critical escalations, keep leadership informed, and mobilize appropriate internal resources.
- Represent the voice of the customer by providing strategic feedback to inform support, marketing, sales, services, partner, and product strategy.
- Experience in financial services or banking, with a strong understanding of enterprise customer needs and expectations.
- Familiarity with the Latin American market and its business dynamics.
- Portuguese language proficiency.
- Ability to establish rapport and gain trust, and to build consensus across diverse, geographically distributed teams.
- Self-motivation and the ability to manage projects to completion with minimal oversight in less-structured, autonomous environments.
About the company
Hyland provides enterprise content management (ECM) solutions that help organizations manage content, processes, and cases from a single platform. Its OnBase product offers a unified view of information, enabling access to the right data when needed and supporting content services, workflows, and case management, with cloud-enabled options for scalability. Hyland differentiates itself with an industry-agnostic, integrated platform that supports digital transformation across healthcare, financial services, government, and education while prioritizing compliance and efficient operations. The company aims to help organizations modernize information management, improve efficiency, stay compliant, and deliver better experiences.
Company Size
1,001-5,000
Company Stage
Debt Financing
Total Funding
$3.4B
Headquarters
Westlake, Texas
Founded
1991
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Simplify's Take
What believers are saying
- 2026 Microsoft Azure partnership expands pipeline through co-sell and existing Azure commitments.
- 2026 product releases, including Intelligent Transcripts and Agentic GL Coding, widen use cases.
- Hyland retained Gartner leader status in 2026, supporting enterprise credibility and renewals.
What critics are saying
- Thoma Bravo leverage from the 2023 $3.4 billion unitranche remains a cash-flow burden.
- Gartner leadership masks crowded ECM competition from OpenText, Microsoft, and cloud-native workflow vendors.
- Failure to monetize agentic AI fast leaves Hyland a legacy ECM roll-up facing margin compression.
What makes Hyland unique
- Content Innovation Cloud federates OnBase, Alfresco, Nuxeo, and SharePoint without migration.
- Hyland pairs governed content with agentic AI for regulated workflows in healthcare and finance.
- Microsoft Azure partnership gives Hyland global reach, co-sell motion, and Marketplace distribution.
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Benefits
Remote Work Options
Hybrid Work Options
Wellness Program
Growth & Insights and Company News
6 month growth
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0%2 year growth
0%Hyland has appointed Michael Haugen as senior vice president of sales for its Content Innovation Cloud division. Haugen will oversee revenue, bookings, go-to-market strategy, and long-term growth for the content intelligence and automation portfolio. Haugen brings over 30 years of enterprise software experience. He previously served as general manager at insightsoftware, where he held profit and loss responsibility for a $125 million business unit. Before that, he was chief revenue officer for the Americas at Planview, delivering double-digit year-over-year bookings growth. The appointment comes as Hyland aims to expand its leadership in content intelligence for enterprise automation. Steve Baird, chief revenue officer, said the role requires aligning platform differentiation with go-to-market strategy as demand grows for governed AI foundations.
Hyland, a global leader in content intelligence and automation, has appointed Arunava Saha Dalal as Chief Strategy and Transformation Officer. Dalal brings nearly two decades of management consulting and enterprise AI expertise to the role. As Chief Strategy and Transformation Officer, Dalal will lead Hyland's corporate strategy function, working with executive leadership to sharpen competitive positioning and guide investment priorities. He will also focus on accelerating revenue transformation and advancing international growth. Dalal most recently served as a Partner at Bain & Company, where he led strategic initiatives for clients across industries, with particular focus on healthcare. His appointment comes as Hyland accelerates growth in the content intelligence and automation market, particularly in regulated industries.
US colleges face mounting enrollment pressures as high school graduates decline from 3.9 million in 2025 to a projected 3.4 million by 2041. Institutions are increasingly targeting transfer students, but manual transcript processing—often taking over 20 minutes per document—creates significant bottlenecks. Hyland has launched Intelligent Transcripts, an AI-powered solution that automates academic document processing. The technology interprets complex, multi-institution transcript records and converts them into structured data for faster admissions decisions. The system integrates with existing platforms, including student information systems, and routes exceptions for human review only when confidence thresholds aren't met. Grand Rapids Community College reports the workflow significantly reduces processing time and human error. The solution addresses what's become a critical mismatch: institutions pursuing growing transfer student populations whilst relying on their slowest processing methods.
Erie Insurance is partnering with Hyland to deploy the Content Innovation Cloud, transforming unstructured content into operational intelligence across nearly seven million policies. As the 12th largest auto insurer and 11th largest home insurer in the US, Erie faces challenges with approximately 80% of its documents being unstructured content, including emails, text documents and voice recordings. The deployment extends Erie's existing relationship with Hyland, building upon its current use of Hyland OnBase as its core enterprise content management repository. The Content Innovation Cloud will federate and activate unstructured content with governance enabled through security, permissions and access controls. The platform aims to help Erie's teams accelerate decision-making, work more efficiently and better support employees, agents and customers whilst advancing the company's modernisation and expense reduction priorities.
Hyland, a global enterprise content management leader, has partnered with Microsoft to bring its Content Innovation Cloud to Microsoft Azure. The collaboration aims to accelerate AI-driven enterprise transformation by combining Hyland's governed content platform with Azure's ecosystem. The partnership addresses a critical bottleneck in AI adoption: grounding AI models in trusted, governed enterprise content. Hyland and Microsoft will launch joint go-to-market and co-sell initiatives targeting content-rich, regulated industries including healthcare, insurance, financial services and government. Hyland solutions will be available through Microsoft Marketplace, enabling customers to use existing Azure commitments and streamline procurement. The partnership supports Hyland's multicloud strategy, allowing deployment across regions whilst maintaining data sovereignty and compliance requirements. Azure's global reach enhances Hyland's ability to serve customers at different stages of their AI journeys.