Join Hyperscience as a Customer Success Manager

Company Description

Hyperscience is a market leader in hyperautomation and a pioneer in enterprise AI infrastructure software. Our Hyperscience Hypercell platform transforms back office data through end-to-end process automation, converting complex documents into LLM and RAG-ready data that enhances enterprise GenAI experiences. By doing so, we help organizations convert manual, siloed processes into strategic advantages, accelerating decisions, actions, and revenues while improving customer, public, and patient experiences, and significantly boosting productivity.

We are trusted by leading global organizations such as American Express, Charles Schwab, Fidelity, HM Revenue and Customs, Mars, Stryker, The United States Social Security Administration, and The United States Veterans Affairs. Our growth is fueled by top-tier investors, including Bessemer Venture Partners, Battery, FirstMark, Stripes, and Tiger Global.

The Role: Customer Success Manager

As a Customer Success Manager (CSM) at Hyperscience, you will engage with assigned clients immediately post-sales, collaborating with Implementation Managers and managing ongoing customer relationships post-implementation. Once a customer goes live, you will work cross-functionally to help them deploy new use cases, track adoption, and ensure their desired outcomes are met.

A successful CSM thrives on the freedom to excel, building high-touch, impactful relationships with executive stakeholders at global enterprises and government agencies. Through the deployment of our software, you will drive meaningful improvements in customer operations.

This is a full-time, remote position with occasional travel for customer visits and team events. You will report directly to the Director of Customer Success.

Responsibilities

• Build and maintain strong relationships with customers across all levels, from technical users to executives, post-sales.
• Understand customer business needs and provide tailored solutions to address their challenges.
• Manage and prioritize multiple customer accounts to ensure a high-touch experience.
• Track and drive product adoption metrics and key milestones.
• Act as a point of escalation for technical issues and assist with root cause analysis.
• Monitor customer health and collaborate cross-functionally to drive improvements.
• Assist customers with resource planning for regular updates and deployments.
• Provide input on the product roadmap and advocate for customer-aligned features.
• Collaborate with Account Executives on contract renewals, upsell, and expansion opportunities.
• Work with Marketing to coordinate customer events and create content such as case studies.

Qualifications/Requirements:

• 5+ years of experience in account management, customer success, software implementation, or automation consultancy.
• Proven experience with large enterprises and government agencies, handling complex organizational challenges.
• Background in the B2B tech or SaaS industry.
• Passion for solving real-world problems and ensuring customer success.
• Strong emotional intelligence, including curiosity, empathy, self-awareness, and integrity.
• Self-starter with the ability to work independently with minimal oversight.
• Enthusiastic about learning and capable of understanding complex technical information.
• Experience working with top executives on critical, high-stakes issues.
• Excellent communication and presentation skills, both internally and externally.
• Success in leading projects with customers across varying technical skill levels.
• Willingness to travel for on-site customer meetings and team/company events.

Benefits & Perks:

- Top-notch healthcare for you and your family

- A pension match for up to 6% of your annual salary

- Flexible PTO with your manager's approval

- 12 weeks of parental leave and an additional 4 weeks for birthing parents

- Stock options

We are an equal opportunity employer. We welcome people from different backgrounds, experiences, abilities, and perspectives. Qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

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