Customer Success Manager, Federal Accounts

Hypori is looking for a customer-obsessed, retention-focused Customer Success Manager to join our growing GTM team. You will own the post-sale experience for a portfolio of commercial and regulated-industry customers, driving onboarding, adoption, renewals, and expansion so every deployed user becomes a success story. Partnering closely with Sales, Sales Engineering, Product, and Support, you will be the trusted advisor who turns a first deployment into a long-term, growing partnership. If you are proactive, data-driven, and energized by helping security and IT leaders succeed, this role is built for you.

Responsibilities

Own onboarding and adoption, building success plans with clear milestones for each customer; Own gross and net retention for an assigned book of business; Monitor health scores and usage to flag renewal risk early, and lead renewals with Account Executives; Identify expansion opportunities and generate qualified expansion pipeline; Build multi-threaded relationships from administrators to CISOs and CIOs, and run QBRs that show ROI; Act as the voice of the customer to Product and Engineering, and partner with Support on escalations; Keep account plans, renewal forecasts, and CS KPIs current in CRM

Requirements

5+ years in Customer Success, Account Management, or a similar post-sale role in B2B SaaS; Active Secret clearance; Proven track record of owning a book of business and exceeding retention, renewal, and expansion targets; Experience managing the full customer lifecycle for enterprise or mid-market accounts; Confident presenting to technical and executive audiences, including Security Architects, CISOs, and CIOs; Data-driven, with experience using health scores and KPIs to manage a portfolio; Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango)

Nice to have

Experience supporting Federal, Defense Industrial Base, Financial Services, or Healthcare customers; Ability to obtain your TS clearance; Working knowledge of cybersecurity, mobile security, VDI, or zero-trust concepts; Experience building CS playbooks and processes at a growth-stage company; Proactive, organized, and accountable, with excellent written and verbal communication; Proficiency with Salesforce and a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero or Totango)

Benefits

Medical, dental, and vision insurance; Parental leave; Life and disability packages; 401(k) plan with employer-matching contributions that vest starting from your first day of employment; Performance bonus, primarily contingent upon company-wide performance