Customer Succes Manager

Overview

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 creating customer growth opportunities. The Customer Success Manager serves as a primary point of contact, representing and advocating for the customer at every stage of their journey. Your Role Responsibilities? Here's What You'll Do. Drive retention and growth among assigned customers by understanding their business objectives and helping them maximize the value of their products and solutions through digital and non-digital communication methods. Collaborate and consult with customers to understand business objectives; analyze existing ROI models and present findings based on customer goals. Act as the customer advocate by sharing established best practices that maximize the value of products and solutions, and routing inquiries and concerns to appropriate team members. Partner with and support customer executive-level business stakeholders (C-Suite) with their renewal and expansion needs. Identify and monitor risk in customers not achieving their stated business objectives and develop a proactive risk mitigation plan. Represent the voice of the customer to inform Hyland's marketing, sales, and product strategy. Role Essentials Bachelor's degree or equivalent experience, with demonstrated experience in a customer advocacy role. Experience managing or participating in projects, with the ability to drive projects to completion with oversight. Strong oral and written communication skills that demonstrate a professional demeanor, with the ability to interact with others with discretion and tact. Strong organizational, multi-tasking, and time management skills with the ability to thrive in a fast-paced, deadline-driven environment; up to 25% travel time required. Demonstrated ability to influence, motivate, and mobilize team members and business partners, with a strong ability to establish rapport and gain the trust of others. What We'd Like to See (Preferred Skills) Experience selling or delivering IT Products/Services. Good business and technology acumen, with knowledge of Microsoft Operating systems and products. Ability to use original thinking to translate goals into the implementation of new ideas and design solutions. Good ability to handle sensitive information with discretion and tact. Strong interpersonal skills with the ability to maintain solid rapport with team members and professionalism with those outside of the department. 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. © Hyland. All rights reserved. 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. #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. Basic Qualifications Bachelor's degree or equivalent experience Experience in customer advocacy role Experience managing or participating in projects Experience selling or delivery of IT Products/Services Microsoft Windows and Office proficient Good oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact Good organizational, multi-tasking, and time management skills Good collaboration skills, applied successfully within team as well as well other areas Good interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department Self-motivated with the ability to manage projects to completion with oversight Able to thrive in a fast paced, deadline driven environment Demonstrated ability to influence, motivate, and mobilize team members and business partners Good ability to establish rapport and gain the trust of others; effective at gaining consensus Good ability to handle sensitive information with discretion and tact Ability to use original thinking to translate goals into the implementation of new ideas and design solutions Good knowledge of Microsoft Operating systems and products Good business and technology acumen Good company software technology knowledge Up to 25% travel time required Apply To This Job