OverviewCustomer Success Manager
Location: Remote - Japan Work Arrangement: Remote
About This Role
Hyland is looking for a passionate and customer-focused Customer Success Manager to help new and existing customers derive maximum value from our products and services. In this role, you will own the customer journey post-implementation, maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and identifying opportunities for customer growth. You will serve as the primary point of contact representing the customer — their advocate, their advisor, and their champion. If you thrive on building meaningful relationships and helping customers succeed, we'd love to hear from you.
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 using multiple methods of communication, including digital and non-digital techniques.
- Collaborate and consult with customers to understand their business objectives; analyze existing ROI models and present findings to customers aligned to their goals.
- Act as the customer advocate by sharing established best practices that maximize the value of their products and solutions; route inquiries and concerns to appropriate team members; effectively identify and partner with resources across departments based on customer objectives.
- 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 risk mitigation plan.
- Assist as needed in client issue 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.
Role Essentials
- Bachelor's degree or equivalent experience; experience in a customer advocacy role; experience managing or participating in projects; experience selling or delivering IT products/services.
- Good oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact; good interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of the department.
- Good organizational, multi-tasking, and time management skills; good collaboration skills applied successfully within a team as well as with other areas; 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.
- Self-motivated with the ability to manage projects to completion with oversight; good business and technology acumen; good company software technology knowledge; up to 25% travel time required.
What We'd Like to See (Preferred Skills)
- Ability to use original thinking to translate goals into the implementation of new ideas and design solutions; strong analytical mindset with experience presenting ROI-based insights to business stakeholders.
- Experience engaging with C-Suite and executive-level stakeholders; comfortable navigating complex customer relationships and driving consensus toward mutually beneficial outcomes.
- Familiarity with customer success platforms or CRM tools; experience leveraging data and analytics to track customer health and drive proactive outreach.
- Experience in risk identification and mitigation within a customer success or account management context; demonstrated ability to develop and execute proactive risk mitigation plans.
- Strong knowledge of enterprise technology solutions; experience in the content services or enterprise software space is a plus.
