Hyland is seeking a Senior Customer Success Manager to guide new and existing customers toward maximizing the value of our products and services. This role owns the entire customer relationship post-implementation, acting as the primary point of contact to strengthen partnerships, ensure adoption, mitigate risk, and create opportunities for growth.

What You'll Do

Drive customer retention, growth, and ROI by understanding client business objectives and helping them maximize product value.
Develop ROI models and communicate them throughout the customer lifecycle.
Act as a customer advocate by sharing best practices and routing inquiries to the appropriate internal teams.
Partner with resources across departments to support customer needs.
Create conditions for successful contract renewals and business expansion by delivering strong customer relationships.
Identify and monitor risks where customers may not meet their business objectives, developing mitigation plans.
Drive a positive customer experience by coordinating resources to address questions and ensure resolution.
Represent the voice of the customer to inform company support, marketing, sales, services, partners, and product strategy.
May provide guidance to other team members.
Operate as a trusted advisor to potential customers and maintain strategic working relationships.

What We're Looking For

Bachelor's degree or equivalent experience.
Fluency in English and German.
Experience in a customer advocacy role.
Experience managing or participating in projects.
Experience selling or delivering IT products/services.
Proficiency with Microsoft Windows and Microsoft Office.
Strong oral and written communication skills that demonstrate professionalism, discretion, and tact.
Strong organizational, multi-tasking, and time management skills.
Strong interpersonal skills to maintain solid rapport with team members and professionalism with external partners.
Self-motivated with the ability to manage projects to completion with minimal oversight.
Able to thrive in a fast-paced, deadline-driven environment.
Demonstrated ability to influence, motivate, and mobilize team members and business partners.
Strong ability to establish rapport, gain trust, and achieve consensus.
Strong ability to handle sensitive information with discretion and tact.
Strong ability to use original thinking to translate goals into new ideas and design solutions.
Ability to coach, mentor, and provide timely feedback to team members.
Strong knowledge of Microsoft Operating systems and products.
Strong business and technology acumen.
Strong knowledge of Hyland software technology.