Customer Success Manager (NYC)

Grab your cape, become a SuperHyro!

Hyro, the leading responsible conversational AI platform for healthcare, enables enterprises to automate workflows and conversations across their most valuable platforms, services, and channels—including call centers, websites, SMS, mobile apps, and more. Top-performing organizations trust Hyro's plug-and-play approach, including an award-winning natural language engine, to help them recapture time and investment lost to building and maintaining chat and voice solutions. 

What Are We Looking For?

We are seeking a highly motivated and experienced Customer Success Manager to join our growing Customer Success team.  In this role, you will work to ensure the success and satisfaction of our Enterprise customers by building and maintaining strong customer relationships, leveraging a forward-thinking mindset, data-driven decision-making, collaboration across departments, and a focus on continuous improvement in the customer success process.

 Responsibilities

• Develop and maintain strong, strategic relationships with key clients, owning the relationship and the success of the customer with Hyro. 
• Act as the primary point of contact, ensuring a seamless and positive customer experience.
• Create and execute comprehensive strategic success plans aligned with client objectives and company goals.
• Understand the entire customer journey, from onboarding to retention to expansion, and identify opportunities to enhance the customer experience at each stage.
• Collaborate with cross-functional teams including product, marketing, solutions, sales, and partnerships to address client needs and ensure the success of Hyro’s product for the customer. 
• Leverage customer data and analytics to make informed decisions, including tracking key performance indicators (KPIs) related to customer success and using data to identify trends and opportunities.
• Promote and advocate for the customer voice internally, helping to create informed decisions cross-functionally and a customer-centric organization. 
• Work to identify opportunities for upselling or expanding the relationship with existing customers based on their evolving needs and Hyro's offerings.

Requirements

• Bachelor’s Degree or equivalent experience in a related field.

• Proven experience (3+ years) in a customer success or account management role, in a B2B technology company. 
• Experience building strong customer relationships with Enterprise customers and an understanding of Enterprise organizations and structure.
• Excellent presentation, written, and verbal communication skills, with the ability to adapt conversations for technical and non-technical audiences.
• Strategic mindset with the ability to identify and pursue growth opportunities within customer accounts.
• Excellent multitasking capabilities, including prioritizing effectively across a wide variety of tasks and evaluating situational urgency.
• Willingness to travel ~quarterly for customer engagements.

• Knowledge of Conversational AI, Chatbots or Healthcare is preferred but not required.

Offered rate of compensation (NY locations only) will be based on individual education, qualifications, experience, and work location. The base salary range for this position is $70,000 - $90,000 annually. The range provided is for NY-based hires only and will be commensurate with candidate experience. Pay ranges for candidates in other locations other than NY may differ based on the cost of labor in that location.

Hyro is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, colour, gender, national origin, age, religion, creed, disability or sex.