Customer Success Manager

Customer Success Manager

HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle.  We are a community of bold thinkers and energetic doers who imagined a brand new approach to identity security and, at the same time, are eliminating a pervasive and persistent 60-year old problem – the password. Since being founded in 2014, the company has grown to be the premium provider of authentication security to marquee brands around the globe and are quickly becoming the recognized leader in Identity Assurance. We are looking for exceptional people with the ambition and the will to positively change the world. If that sounds like you, join us on our mission to create a passwordless world and secure the identity lifecycle.

Your Role and Impact

HYPR, The Identity Assurance Company, is currently seeking a solution driven, customer focused, Customer Success Manager to join our growing team. This role requires a multifaceted individual who can ensure a successful customer relationship throughout the customer journey.  The role demands an objective oriented specialist that understands what it means to deliver a quality experience to our customers across complex and shifting environments. HYPR offers the chance to work with a variety of stakeholders and determine mutual success, which enables the chance for tremendous growth. Demonstrated experience in collaborative communication environments with both internal and external teams is critical. The Customer Success Manager will be directly responsible for ensuring that HYPR is successfully deployed, adopted, expanded, and renewed throughout the customer lifecycle. This requires an expert at gaining consensus, setting expectations, evaluating resources, and defining boundaries that are agreed to, monitored and supported. Driving measured success is paramount in delivering an amazing experience to our customers.

Key Responsibilities

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude
• Provide proactive strategy with their assigned customer accounts
• Work with customers to ensure they are leveraging HYPR effectively and finding value in our services
• Become an expert in HYPR and educate customers on the use and benefits of our products
• Work closely with Sales, Support, Billing, Product, and other Technical teams to ensure an exceptional customer experience and manage the care of any customer issues
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue through increased product adoption and increased usage

Requirements 

• Ideally based in the NYC area, or on the East Coast US
• Bachelor's degree and 3-5 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Experience working with senior and executive level customer contacts
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Excellent multitasking and project management skills
• Understanding of Internet and web applications with a desire to learn new technologies
• Ability to understand, articulate, and educate clients on HYPR technologies
• Must possess a proven understanding of SaaS; prior experience in SaaS solutions preferred
• Well-organized, with a high attention to detail and ability to prioritize
• Experience with CS software and Salesforce a plus

Why You Should Work At HYPR

• Flexible working environment
• Competitive compensation including salary and equity with significant growth potential
• Comprehensive benefits package including Medical/Dental/Vision, FSA/HSA, 401k, &more
• Generous equipment budget and a customized workstation to ensure success
• Stable position in a rapidly growing sector of identity security
• Mission-driven culture focused on impactful and cutting-edge work

Additional Information

H1B/Visa support is not available for this position

HYPR is an Equal Opportunity Employer

OTE (on-target earnings): $110,000 - $140,000 

Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes equity, benefits, and other opportunities at HYPR. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to other HYPRions. We expect the majority of the candidates who are offered roles at HYPR to fall healthily throughout the range based on these factors. 

As the premium provider of authentication security, HYPR is committed to preventing identity fraud by safely and accurately verifying the identities of our employees. Accordingly, all new employees are required to participate in an automated identity verification process, which includes document verification, location detection, and facial recognition, on their first day of employment with the Company.  To learn more about this identity verification process,  please contact [email protected].

HYPR is an Equal Employment Opportunity employer and will not discriminate against an applicant or employee based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristic under federal, state or local law. 

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state and/or local laws.  A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on HYPR. Please inform [email protected] if you need assistance completing HYPR’s application process