Customer Success Manager – High-Touch Onboarding

Anywhere in the World·Posted today

ecommercesaas

<img src="https://we-work-remotely.imgix.net/logos/0171/6545/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> Headquarters: Delaware URL: <a href="https://hyros.com/">https://hyros.com/</a> <h2>About the Job</h2> At HYROS, we help businesses understand exactly where their customers and revenue come from through advanced ad tracking and attribution. We're looking for an experienced Customer Success Manager with 5+ years of experience to own high-touch onboarding and customer success for key customers. This is not a purely relationship-focused CSM role. Onboarding at HYROS has a strong technical component. You'll need to understand how a customer's marketing and sales ecosystem works, help them connect the right platforms, troubleshoot setup issues, and make sure their tracking is working correctly. Your goal is clear: help customers get set up correctly, reach value fast, trust their data, and use HYROS to make better business decisions. This is a high-ownership role. You'll lead customer relationships, identify risks early, solve problems proactively, and be accountable for successful onboarding, adoption, and retention. <h2>What You'll Own & What Success Looks Like</h2> As a Customer Success Manager at HYROS, you'll be responsible for guiding customers through onboarding, helping them get real value from their data, and building strong relationships that support long-term retention. Your performance will be measured across four key areas: <ol> <li> Customer Retention: The percentage of customers you successfully retain within your assigned portfolio. </li> <li> Customer Portfolio: The number of customers you manage while maintaining a high standard of service and engagement. </li> <li> Onboarding & Activation: How effectively you guide customers through technical implementation, complete their setup, and help them start using HYROS. </li> <li> Customer Satisfaction: The quality of your customer relationships, feedback, and ability to resolve issues proactively. </li> </ol> <h3>What Success in This Role Looks Like</h3> First 30 Days — Learning & First Customers <ul> <li> Understand HYROS, our onboarding playbooks, internal processes, and customer journey. </li> <li> Become familiar with our tracking technology, integrations, and common implementation challenges. </li> <li> Understand how platforms like Meta Ads, Google Ads, Shopify, CRMs, and payment processors connect with HYROS. </li> <li> Start hosting onboarding calls and guiding your first customers through their setup. </li> <li> Learn how to troubleshoot common tracking, integration, and data validation issues. </li> </ul> First 60 Days — Building Independence <ul> <li> Confidently lead onboarding calls and guide customers through technical implementations. </li> <li> Become comfortable helping customers install tracking scripts, configure integrations, validate events, and troubleshoot setup issues. </li> <li> Independently manage your first customer portfolio and keep onboarding progress on track. </li> <li> Identify potential setup or engagement risks early and take action before they become bigger problems. </li> <li> Develop a strong understanding of how customers use HYROS data to improve their advertising decisions. </li> </ul> First 90 Days — Full Ownership <ul> <li> Take full ownership of your assigned customers, from onboarding through activation and ongoing adoption. </li> <li> Independently handle most common technical onboarding challenges, knowing when deeper technical support is needed. </li> <li> Run effective customer training sessions and explain complex tracking concepts in a simple, practical way. </li> <li> Help customers understand their attribution data and turn it into actionable business decisions. </li> <li> Proactively manage customer engagement, satisfaction, and retention risks. </li> <li> Maintain strong relationships and consistently positive customer feedback. </li> </ul> First 180 Days — Consistent Performance <ul> <li> Independently manage a growing customer portfolio while maintaining a high standard of customer service. </li> <li> Consistently deliver successful onboarding, strong adoption, and positive customer retention. </li> <li> Become a trusted advisor who helps customers make better marketing and business decisions using HYROS. </li> <li> Demonstrate strong technical confidence across common integrations, tracking setups, and troubleshooting scenarios. </li> <li> Identify opportunities to improve onboarding efficiency, customer experience, and retention. </li> <li> Contribute to improving internal playbooks, processes, and best practices. </li> </ul> <h2>What We're Looking For</h2> <ul> <li> 5+ years of Customer Success experience, ideally in SaaS. </li> <li> Experience managing high-touch or strategic customers. </li> <li> Strong understanding of customer onboarding, adoption, and retention. </li> <li> Comfort working in technical customer environments. You don't need to be a developer, but technical implementations shouldn't intimidate you. </li> <li> Hands-on familiarity with platforms such as Meta Ads, Google Ads, Shopify, or similar marketing and e-commerce platforms. </li> <li> Comfortable understanding how websites, funnels, tracking scripts, integrations, pixels/events, and customer data connect at a practical level. </li> <li> Able to troubleshoot logically, identify where a setup may be breaking, and clearly explain the solution to a customer. </li> <li> Excellent communication skills and the ability to make complex or technical topics simple. </li> <li> Strong problem-solving skills and the ability to work independently. </li> <li> Comfortable using data and customer signals to prioritize and take action. </li> <li> A proactive, ownership-driven mindset. You don't wait for problems to become escalations. </li> </ul> <h2>Big Plus</h2> <ul> <li> Experience with marketing analytics, paid advertising, ad tracking, attribution, conversion tracking, e-commerce, or technical SaaS products. </li> <li> Experience with platforms and tools such as Meta Ads, Google Ads, Shopify, HubSpot, Intercom, or ChurnZero. </li> <li> Basic familiarity with concepts such as tracking scripts, pixels, events, domains, redirects, webhooks, APIs, UTMs, and CRM integrations. </li> <li> Previous experience managing customer portfolios with a strong focus on retention, customer satisfaction, and long-term adoption. </li> </ul> <h2>Why HYROS?</h2> You'll have real ownership over a critical part of the customer journey and a direct impact on onboarding, adoption, retention, and customer success. You'll work at the intersection of Customer Success, marketing, data, and technology, helping businesses not only implement HYROS correctly but actually use it to make better decisions. This is an opportunity to work directly with customers, solve meaningful technical challenges, and see the impact of your work on their businesses. If you're an experienced CSM who enjoys building customer relationships but is also comfortable getting hands-on with technical setups, troubleshooting problems, and understanding how marketing technology works, we'd like to hear from you. To apply: <a href="https://weworkremotely.com/remote-jobs/hyros-customer-success-manager-high-touch-onboarding">https://weworkremotely.com/remote-jobs/hyros-customer-success-manager-high-touch-onboarding</a>

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