Customer Success Manager

📍 Location: Poland 💻 Work Arrangement: Remote

About the Role

The Customer Success Manager helps new and existing customers derive the most value from Hyland's products and services. This role owns the customer journey post-implementation — maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and working to create customer growth opportunities.

Serving as a primary point of contact and trusted advisor, the Customer Success Manager brings a proactive, customer-first mindset to every engagement — collaborating cross-functionally to protect revenue, drive retention, and champion the customer voice across the organization.

Your Role Responsibilities? Here's What You'll Do.

• Drive retention and growth by acting as a trusted point of contact throughout the customer lifecycle — from contract signature through renewal and expansion — collaborating with customers to understand business objectives and designing Success Plans with clear objectives reviewed on a monthly basis.
• Focus on risk mitigation through early intervention — developing and executing Save Plans in partnership with account and leadership teams, rallying internal resources, and taking prompt corrective actions to protect ARR and mitigate churn.
• Deliver business reviews as appropriate — collaborating cross-functionally with internal departments for the design and delivery of these reviews and representing the voice of the customer to inform the company's marketing, sales, and product strategy.
• Serve as an internal advocate for customers' product feature priorities and feedback — aligning with the product team to influence the product roadmap while building customer advocates who will speak on behalf of the company through references and success stories.
• Partner with Customer Care and Technical Account Management teams to avert and manage critical escalations — rallying internal resources, keeping the leadership team informed, and working with internal teams to fulfill commitments made to customers.
• Assist in client issue resolution — demonstrating accountability for client experience and satisfaction, providing guidance to other team members as needed, and influencing, motivating, and mobilizing business partners to drive customer success.

Role Essentials

• Bachelor's degree or equivalent experience, with a minimum of 1 year of experience as a Customer Success Manager and experience managing or participating in projects.
• Good oral and written communication skills — demonstrating a professional demeanor and the ability to interact with others with discretion and tact at all levels of the organization.
• Good organizational, multi-tasking, and time management skills — with the ability to thrive in a fast-paced, deadline-driven environment and manage projects to completion with oversight.
• Good interpersonal and collaboration skills — able to maintain solid rapport with team members and professionalism with those outside of the department, with a demonstrated ability to influence, motivate, and mobilize team members and business partners.
• Good ability to handle sensitive information with discretion and tact — with solid business and technology acumen and the ability to use original thinking to translate goals into new ideas and design solutions, with up to 25% travel time required.

What We'd Like to See

• Good ability to establish rapport and gain the trust of others — effective at gaining consensus and building strong customer relationships that create growth opportunities and develop customer advocates.
• Good company software and technology knowledge — with the ability to support customers in deriving maximum value from Hyland's solutions and product ecosystem.
• Demonstrated ability to represent the voice of the customer — informing internal marketing, sales, and product strategy through customer insights, feedback, and advocacy.
• Self-motivated with the ability to manage projects to completion with oversight — bringing a proactive approach and a strong commitment to customer experience and satisfaction.
• Experience collaborating cross-functionally across departments — including product, sales, marketing, and technical teams — to design and deliver business reviews and drive measurable customer outcomes.

Pay Transparency

The compensation range for this role is 121,433 – 132,213 PLN per year. Actual compensation will be determined based on experience, qualifications, and other job-related factors in accordance with applicable laws.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

© Hyland. All rights reserved.

About Hyland Life

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.