Customer Success Manager 2

Published date Posted on Indeed on Sep 09, 2021 (19 d ago)


The Customer Success Manager 2 helps new and existing customers derive the most value from the company's products and services. This role will be responsible to own the customer journey post-implementation which will include maintaining strong customer and partner relationships, ensuring product adoption and stability, reduce risk, and work to create customer growth opportunities. This role serves as a primary point of contact representing the customer.

What you will be doing

  • Drive retention and growth among assigned group of customers by understanding their business objectives to help them maximize the value of their products and solutions using multiple methods of communication such as digital and non digital techniques
  • Collaborate and consult with customers to understand business objectives. Analyze existing ROI models to present to customers based on objectives
  • Act as the customer advocate by sharing established best practices that will maximize the value of their products and solutions as well as routing inquiries and concerns to appropriate team members
  • Effectively identify and partner with resources across departments based on customer objectives to support customers’ needs
  • Partner 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 risk mitigation plan
  • Assist as needed in client issues resolution and be accountable for client experience and satisfaction
  • Represent the voice of the customer to inform the company's marketing, sales, and product strategy
  • Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

What will make you successful

  • 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
  • Please note: The job duties and responsibilities of this role are unable to be performed in the State of Colorado at this time.
What you can expect next
  • Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
Any follow up questions? Email your Recruiter directly at

401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program. Hyland House Program.
Find out more by going to

Welcome to
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.

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

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