Customer Success Manager 3

The Customer Success Manager III serves as a strategic partner to new and existing customers, helping them realize maximum value from their investment with Hyland. This role owns the customer journey post-sale and is responsible for maintaining strong customer and partner relationships, driving product adoption and stability, mitigating risk, and identifying opportunities for customer growth. The Customer Success Manager III partners with executive sponsors, internal teams, and key stakeholders to identify growth opportunities, reduce risk, increase product adoption and engagement, and champion an exceptional customer experience.

• Drive retention, growth and ROI among assigned strategic, high-value SaaS accounts
• Own and execute strategic account plans that align customer business objectives with measurable success outcome, renewal timelines and growth opportunities
• Serve as a trusted advisor to executive-level stakeholders and lead business reviews to communicate value realization, ROI, risk and strategic recommendations
• Leverage customer health data, usage and engagement metrics to anticipate risk and proactively drive mitigation plans to protect retention
• Partner with renewal teams to help lead renewal strategies for high-risk accounts
• Represent the voice of the customer and act as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy
• Identify and cultivate customer advocates to support references, case studies, and customer engagement initiatives
• Operate in evolving processes and provide guidance where formal procedures are not yet established
• Contribute to the development and continuous improvement of Customer Success processes, playbooks, and best practices
• Mentor and guide junior CSMs, sharing best practices for customer engagement, adoption, and expansion
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

• Bachelor's degree or equivalent experience
• Proven track record to managing enterprise-level, SaaS accounts and driving retention, adoption and expansion in a Customer Success or Account Management role
• Understanding of SaaS Metrics: NRR, GRR, Churn, adoption, health scoring
• Experience in Gainsight or leading Customer Success Platforms
• Experience in Salesforce or leading Customer Relationship Management Platforms
• Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact, both inside and outside the company
• Strong organizational, multi-tasking, and time management skills
• Demonstrated ability to influence, motivate, and mobile team members and business partners
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical
• Willingness to travel based on the customer and business needs

Based on individual states’ employment laws, the following details are to comply with the relevant salary posting requirements:  base salary range of $101,000-$153,000 and eligible for benefits