Strategic Customer Success Manager
Posted 2025-04-06We are hiring a Strategic Customer Success Manager to work with our Customer Success team. The Strategic Customer Success Manager acts as the face of our organization to our existing customers and channel partners. You are considered a trusted business advisor that works with the end-user to deeply understand their needs, ensure the value delivery of the product, provide ongoing support, and... ensure an exceptional customer experience focused on solving their most pressing requirements. Reporting to our Sr. Manager of Customer Success.
WHO YOU ARE
 You are an excellent communicator and problem solver.
 You dive deep into our customer's need to unlock value and work tirelessly to deliver results to them.
 You are a true product expert and understand the different ways to layer features and functions of the software to solve the types of issues our users experience in their day-to-day.
 Internally, you are a known customer advocate and trusted teammate to cross-functional teams like Product, Engineering, Marketing, and Sales. The company looks to you to help determine the direction of our organization to best suit the needs of our customers.
 You own the long-term relationships of Hyperproof's customers and carry yourself with aplomb, both internally and externally.
WHAT YOU'll DO
 You'll be the main point of contact, owning the customer relationship, and serving as the customer's primary escalation path to mitigate and resolve customer issues.
 You'll move the customer along the defined customer journey, helping deliver, measure and manage value outcomes.
 You'll develop tactics, objectives and key results, activities, and milestones to deliver success, and drive that within the portfolio.
 You'll Work alongside account management to ensure upsell opportunities are identified, prioritized, supported, and won.
 You'll partner with internal stakeholders to deliver on customer feature requests, resolve product issues, and understand our product roadmap in the context of our customer's needs.
 You'll elevate customer behavior, business needs, risks, blockers, and successes internally in partnership with Customer Success leadership.
HOW YOU'LL KNOW YOU ARE SUCCESSFUL
 You'll be a driver for positive customer health and value scores
 You'll take 100% ownership of all account operations
 Within your first 3 months you'll become a Hyperproof Product Expert
 Within your first 6 months you'll be seen and utilized as a strategic resource to your customers
WHAT YOU'LL BRING
 5+ years of experiencing delivering success to end using customers in a SaaS/Technology environment
 Experience in operating with significant autonomy in complex and ambiguous situations
 Bachelor's Degree preferred
 Bonus: Familiarity with InfoSec/Regulatory compliance
WHATS OUR TECH
 Google Suite: Docs, Sheets, Slides
 Atlassian Suite: Jira, Confluence, Trello
 CRM: Salesforce, Planhat
 Communications: Gmail, Zoom, Slack, MSFT Teams
 OS: Windows, Mac
LOCATION
 We are a fully remote company! This preference for this role is the Eastern or Central time zones, as you will be responsible primarily for coverage of the Central, East coast, and EMEA.
CANDIDATE EXPERIENCE
We value your time and want you to know what to expect from us. For this interview, we expect to ask you to participate in 5 interviews and expect this to be completed in 4 hours within 2 weeks.
 Talent Acquisition Screening
 Interview with the Sr. Manager of Customer Success
 Interview with our Bar Raiser - VP of Customer Success
 Interview with our Head of Enterprise Sales
 Interview with a Strategic Customer Success Manager
WHERE YOU'LL GO
 *
 Hyperproof also loves to see an internal transfer. If a linear career path is not what you're looking for, you can work with your manager and our people team to explore lateral moves to other parts of the organization as you continue to grow with us.
WHAT WE OFFER
 Equity
 Unlimited PTO: strongly encouraged to unplug and recharge
 401K which vests immediately, complete with a 4% company match
 12 weeks of Parental leave and 1 year free diapers with Honest
 $1000 home office stipend - at the time of hire. Any additional home office needs are requested as needed.
 $100 quarterly paid wellness stipend
 Choose your tech - PC or Mac laptop
 Slack channel notifications turn off after 5 pm based on your time zone
 Annual company in-person events
 Health: coverage for medical, dental, and vision - employee and dependents.
It's an exciting time to be at Hyperproof  we recently raised $40 million in our Series B financing, further cementing Hyperproof as the emerging leader in the risk and compliance management space.
At Hyperproof's core are our passionate team members who focus on user experience, beautiful design, and evangelize a positive social impact of our cloud based platform. We help organizations streamline their risk and compliance workflows so our customers can spend more time strategically managing programs and less time wrangling spreadsheets.
We are disrupting the governance, risk, and compliance software space with our innovative platform by helping traditionally unsung heroes (compliance professionals) do the right things so the wrong things don't happen.
Learn more about the @hyperproof culture and how it all started.
EQUAL OPPORTUNITY EMPLOYER
Hyperproof is committed to a diverse and inclusive workplace  it's one of our core values! Hyperproof is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.
WHERE YOU'LL GO
 Hyperproof also loves to see an internal transfer. If a linear career path is not what you're looking for, you can work with your manager and our people team to explore lateral moves to other parts of the organization as you continue to grow with us.
WHAT WE OFFER
 Annual compensation reviews + equity
 Unlimited PTO: strongly encouraged to unplug and recharge
 Health: coverage for medical, dental, and vision - employee and dependents
 401K which vests immediately, complete with a 4% company match
 12 weeks of Parental leave and 1 year free diapers and wipes with Honest
 Annual company in-person events and quarterly in-person connects
 $1000 home office stipend - at the time of hire. Any additional home office needs are requested as needed.
 $100 quarterly paid wellness stipend
 Pet insurance
 Slack channel notifications turn off after 5 pm based on your time zone
 Two Hypercharge weeks of rest where we close company wide (July & Dec)
It's an exciting time to be at Hyperproof  we recently raised $40 million in our Series B financing, further cementing Hyperproof as the emerging leader in the risk and compliance management space.
At Hyperproof's core are our passionate team members who focus on user experience, beautiful design, and evangelize a positive social impact of our cloud based platform. We help organizations streamline their risk and compliance workflows so our customers can spend more time strategically managing programs and less time wrangling spreadsheets.
We are disrupting the governance, risk, and compliance software space with our innovative platform by helping traditionally unsung heroes (compliance professionals) do the right things so the wrong things don't happen.
Learn more about the @hyperproof culture and how it all started.
EQUAL OPPORTUNITY EMPLOYER
Hyperproof is committed to a diverse and inclusive workplace  it's one of our core values! Hyperproof is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others
Apply Job!