Note: The job is a remote job and is open to candidates in USA. Hyper-Reach is a mass notification and emergency communication platform serving public safety agencies, government organizations, financial institutions, and enterprises. The Customer Success Associate will manage customer accounts end to end, including renewals, account health monitoring, issue resolution, and customer relationship development. The role will also collaborate with Support, Product, Sales, and Implementation teams to improve retention, identify expansion opportunities, and inform product improvements.
Responsibilities
- Serve as the primary point of contact for an assigned portfolio of existing Hyper-Reach customer accounts
- Own the end-to-end renewal process — track upcoming contract expirations, proactively reach out at 90/60/30-day intervals, and manage renewals through to signature
- Monitor account health and product usage to spot early warning signs of dissatisfaction or churn risk, and escalate to leadership when needed
- Partner with Support and Product teams to resolve customer issues and advocate for the customer internally
- Identify potential expansion or upsell signals within your accounts and route qualified opportunities to the growth/sales team
- Support a smooth handoff from Sales and Implementation as new customers transition into your book of business
- Gather and relay customer feedback to help shape product and process improvements
- Track and report on renewal rate, retention, and other account-health metrics for your portfolio
Skills
- 1–2 years of experience in account management, customer success, client services, or a similar client-facing role (SaaS experience a plus, not required)
- Strong written and verbal communication skills, with a genuine interest in building long-term customer relationships
- Highly organized and detail-oriented, with the ability to manage multiple accounts, deadlines, and renewal dates at once
- Comfortable learning and working in CRM and customer-success tools (Pipedrive)
- Self-motivated and able to work effectively in a fully remote environment
- A collaborative, customer-first mindset and eagerness to learn
Benefits
- Fully remote work arrangement
- Significant opportunity for career growth through early-career mentorship
Company Overview