Digital Customer Success Manager

About the role

The Digital Customer Success Manager helps new and existing customers get the most value from Hyland's products and services. This remote position is responsible for the customer journey after implementation, ensuring adoption, stability, and growth.

Key responsibilities

• Drive retention and growth by acting as a trusted point of contact throughout the customer lifecycle, creating and reviewing monthly Success Plans.
• Mitigate risk through early intervention, developing save plans, and collaborating with account and leadership teams to protect ARR.
• Advocate for customer product feature priorities, influencing the product roadmap and building customer advocates.
• Partner with customer care and technical account management to manage escalations and inform internal strategy.
• Coordinate resources to resolve customer issues promptly and ensure a positive experience.
• Mentor and coach team members, sharing best practices and contributing to team growth.

Required profile

• Bachelor's degree or equivalent with at least 2 years of Customer Success experience.
• Strong oral and written communication, organizational, and time‑management skills.
• Business and technology acumen with the ability to translate goals into solutions.
• Self‑motivated, able to manage projects with minimal oversight and up to 10% travel.

Required skills

• Knowledge of Microsoft Operating Systems and products.