Customer Success Manager, EMEA

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August 21

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Hypatos

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Artificial Intelligence • Enterprise • Finance

Hypatos is a company specializing in AI-powered document processing automation. Its platform enhances efficiency by deploying AI agents that handle transactional documents, increasing speed and accuracy while reducing the need for manual intervention. The company offers solutions for various business processes such as accounts payable, travel expenses, and order processing. Hypatos integrates with major systems like SAP and Microsoft, ensuring quick deployment and seamless operation. The platform's capabilities allow businesses to achieve high levels of automation, significantly lowering operational costs and reducing errors.

51 - 200 employees

🤖 Artificial Intelligence

🏢 Enterprise

💸 Finance

💰 Series A on 2022-01

📋 Description

• Building and nurturing strong relationships with clients, acting as their primary point of contact • Collaborating with clients to understand their business goals, challenges, and aligning our solutions to their needs • Designing and implementing tailored success plans to drive client adoption, expansion, and retention • Proactively identifying upsell and cross-sell opportunities to promote the growth of our customer accounts • Developing and documenting scalable processes, best practices, and playbooks for the CSM team • Monitoring customer health and engagement metrics, taking proactive steps to mitigate any potential risks • Conducting regular business reviews with clients to showcase their ROI and addressing areas of improvement • Coordinating internal cross-functional teams to ensure timely issue resolution and service delivery • Serving as the voice of the customer, providing feedback to the product and marketing teams for continuous improvement • Keeping abreast of industry trends and best practices in customer success to drive innovation within the team

🎯 Requirements

• A bachelor's degree in a relevant field or equivalent practical experience • A minimum of 3-4 years of hands-on experience in a CSM or CSM Ops role, with a focus on SaaS products • Proven track record of creating and implementing customer success processes, playbooks, and strategies • Strong understanding of customer lifecycle management, with the ability to drive adoption and retention • Exceptional communication and presentation skills, with the ability to convey complex ideas clearly • Analytical mindset with the ability to interpret customer data and derive actionable insights • Proactive problem-solving skills and the ability to navigate challenging situations diplomatically • Team player mentality with the capacity to collaborate effectively across cross-functional teams • Nice to have: • Account Payable or fintech experience is a plus • Experience in analysing Finance processes is a plus • Certification in customer success (e.g., Customer Success Association, Gainsight) • Project management skills with the ability to manage multiple initiatives simultaneously

🏖️ Benefits

• Freedom and ownership of meaningful work that directly impacts the business • Personal development budget • Meal allowance • Sporting activities • Free beers • Hybrid working model