Customer Success Manager – High-Touch Onboarding

<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" /> <p> <strong>Headquarters:</strong> Delaware <br /><strong>URL:</strong> <a href="https://hyros.com/">https://hyros.com/</a> </p> <h2>About the Job</h2> <p>At <strong>HYROS</strong>, we help businesses understand exactly where their customers and revenue come from through advanced ad tracking and attribution.</p> <p>We're looking for an experienced <strong>Customer Success Manager with 5+ years of experience</strong> to own high-touch onboarding and customer success for key customers.</p> <p>This is not a purely relationship-focused CSM role. <strong>Onboarding at HYROS has a strong technical component.</strong> 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.</p> <p>Your goal is clear: help customers get set up correctly, reach value fast, trust their data, and use HYROS to make better business decisions.</p> <p>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.</p> <h2>What You'll Own &amp; What Success Looks Like</h2> <p>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.</p> <p>Your performance will be measured across four key areas:</p> <ol> <li> <p><strong>Customer Retention:</strong> The percentage of customers you successfully retain within your assigned portfolio.</p> </li> <li> <p><strong>Customer Portfolio:</strong> The number of customers you manage while maintaining a high standard of service and engagement.</p> </li> <li> <p><strong>Onboarding &amp; Activation:</strong> How effectively you guide customers through technical implementation, complete their setup, and help them start using HYROS.</p> </li> <li> <p><strong>Customer Satisfaction:</strong> The quality of your customer relationships, feedback, and ability to resolve issues proactively.</p> </li> </ol> <h3>What Success in This Role Looks Like</h3> <p><strong>First 30 Days — Learning &amp; First Customers</strong></p> <ul> <li> <p>Understand HYROS, our onboarding playbooks, internal processes, and customer journey.</p> </li> <li> <p>Become famili