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

Remote
  • New York City, New York, United States
  • San Francisco, California, United States
  • Austin, Texas, United States
  • Boston, Massachusetts, United States
+3 more
Customer Success

Job description

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.

Job requirements

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.)


The Process

  • The application is reviewed.

  • Intro call with our Talent Manager.

  • Interview with our VP of Customer Experience

  • Case study with debriefing with our Commercial and/or Leadership Team.

  • Team Fit Call & Reference Check.

  • Job Offer.

The response time after application, screening applications, and setting up the first intro call is usually within 1-2 weeks. You could expect some alterations when necessary.



About us


Hygraph is a dynamic Berlin-based startup that in its recent round raised $35M in funding. Driven by our core values of innovation, reliability, empowerment, agility, and scalability, Hygraph empowers thousands of developers and content teams to create dynamic digital experiences that engage their customers effortlessly. At Hygraph we're building a Headless Content Management system (CMS) that provides a flexible and scalable platform for managing and delivering content across various platforms seamlessly. We are trusted to manage content for teams from over 50,000 organizations like Dr. Oetker, Shure, Samsung, Ashley Furniture, Telenor, Philips, and Gamescom.

You will be part of a remote-first and globally distributed team of about 80 team members, committed to working collaboratively, transparently, and passionately. We are an international and friendly team spread across 18 countries, coming together once a year for our annual off-site/retreat. We believe in a remote-first approach where everyone is encouraged to do their best from wherever they are and work together with transparency, accountability, and ownership. We learn continuously through feedback and have a yearly learning budget to attend training and conferences.





Hygraph is an equal-opportunity employer committed to hiring people with diverse backgrounds. We believe that diversity, unique experiences, qualities, and different cultures enrich our workspace's productivity and promote innovation and creativity.

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