Senior Customer Success Manager (f/m/d) - Remote within North America

How you will make an impact
As our Senior Customer Success Manager, you will serve as the primary point of contact and project manager for our customers in the North American market, helping them achieve their technical and business goals while driving retention and expansion using our product. You will build personal relationships with multiple stakeholders per account, earning their trust and respect by enabling them to succeed. You will work closely with our Sales, Product, and Support team and report directly to our VP Customer Experience. 

Who We're Looking For
If you are a self-starter with the ability to work independently, manage time effectively, and drive sales without constant supervision, and if you have an entrepreneurial spirit with the willingness to take the initiative, experiment with new approaches, and adapt quickly to changes, this may be a great opportunity for you.

High-level responsibilities

In this role, you will project manage successful onboardings, advise customers on best practices to ensure long-term project success and help customers establish Centres of Excellence. Further, we define what success and value mean for each customer, to ensure that their implementation achieves their business goals. 

What you will be working on:

• Becoming a trusted advisor to our customers and serving as their advocate for Hygraph.
• Be an active project manager for customers' projects at each stage in their journey with us - from onboarding to product discovery, implementation, initial project success, and finally expanding the use of Hygraph within the organization wherever relevant.
• Developing strong knowledge of the product and our best practices, working closely with the product team on product delivery and feedback.
• Identifying expansion opportunities with your customers and coordinating with our sales team to achieve win-win contract growth.
• Being in continuous touch with both, business leaders, as well as developers, and other stakeholders.
• Preparing, organizing, and leading check-in calls, meetings, and business reviews with customers.
• Connect customers with other subject matter experts within Hygraph.
• Efficiently prioritizing and addressing multiple requests from multiple customers.

What we expect from you

• At least 4 years of professional experience in an outward-facing role such as customer success management, technical account management, or technical consulting.
• Experience with Headless products is mandatory (CMS, PIM, E-comm, or other tools. Agency background is beneficial.)
• Familiarity with current web and mobile technologies in the context of project development.
• Experience working with annual or multi-year subscription sales models.
• Experience working with solution architects, developers, and/or technical support teams to solve customers’ technical challenges.
• Ability to prioritize a large number of competing requests and ability to thrive under pressure.
• Excellent English communication skills, both verbal and written.
• CMS experience and knowledge (either as a developer or author) are a plus.
• Success driving strategy and achieving outcomes for large companies is a big plus (Fortune 500, Global 2000, etc.)