Customer Success à United States

At HyperRep, we’re developing cutting-edge technological solutions to automate the process of turning leads into sales for small businesses. There are many tools available to businesses to market and generate leads, but very few to bridge the gap between leads and sales. By leveraging advanced AI and machine learning, we empower businesses to focus on what they do best—serving their customers—while our software handles lead response, engagement, and sales. Our system is designed to instantly respond to leads in an intelligent manner, improving the customer experience, increasing sales rates, and cutting operational costs for businesses. HyperRep is the tool that businesses need in order to link marketing leads to paying customers.

As we continue to rapidly expand, we're seeking a talented Customer Success & Onboarding Manager to ensure our clients achieve maximum value from our platform.

Position Overview

HyperRep provides a premium, dedicated account management experience to clients, with the goal of removing any need for technical proficiency from the client. The Customer Success & Onboarding Manager will be responsible for managing the end-to-end onboarding/setup process and ensuring ongoing client satisfaction and support. You’ll be responsible for adjusting the client’s setup of HyperRep to be accurate to their business. You'll be the primary point of contact post-sale, facilitating smooth transitions onto our platform, providing training and support, nurturing long-term customer relationships, and reducing churn.

Key Responsibilities

• Serve to emphasize HyperRep’s unique market positioning as a white-glove, premium experience.
• Conduct onboarding meetings to guide new clients through initial setup, emphasizing ease-of-use and comprehensive support.
• Coordinate internal setup processes, ensuring timely and accurate client implementation.
• Provide proactive customer support, addressing queries or issues promptly and professionally.
• Manage regular check-ins with clients, reviewing usage analytics, gathering feedback, and identifying areas for improvement.
• Serve as an advocate for customers, relaying feature requests and feedback to product teams.
• Develop and refine onboarding documentation and support resources.
• Ensure client retention through excellent customer service and continuous value delivery.

Qualifications

Technical & Professional Skills:

• Proven experience in Customer Success, Onboarding, or Client Management roles, ideally within a SaaS or B2B environment.
• Exceptional organizational skills and attention to detail.
• Strong technical acumen with ability to quickly understand software products and convey functionality clearly (though no direct software engineering skill/experience necessary)
• Familiarity with CRM platforms, client management tools, and onboarding software.

Soft Skills:

• Strong initiative.
• Excellent communication and interpersonal skills.
• Empathetic listener, capable of building trust and rapport quickly.
• Proactive problem-solver with a customer-first mindset.
• Ability to manage multiple clients and projects simultaneously.

Preferred Qualifications:

• Experience managing customer onboarding processes in SaaS.
• Familiarity with AI-driven or automation-centric software solutions.
• Background in developing training materials or conducting client-facing training sessions.

Benefits

• Flexible working hours.
• Competitive salary with performance-based incentives.
• Professional development opportunities.
• Collaborative, innovative, and merit-based work culture.