What are the responsibilities and job description for the Customer Success Manager position at Hyland?
Overview
About the Role
The Customer Success Manager is responsible for driving long-term customer success and the adoption of Hyland's products and services across a defined set of customers and/or partners. This role operates within a pooled Customer Success model, delivering scalable, team-based coverage across a broad portfolio of midmarket customers. This role focuses on driving retention, adoption, and renewal readiness through proactive, data-driven engagement and structured lifecycle execution.
This role is remote in Brazil
Your Role Responsibilities? Here's What You'll Do.
- Manage a pooled portfolio of midmarket customers, contributing to shared ownership of retention and growth outcomes
- Prioritize customer engagement based on data-driven signals including renewal timelines, product adoption, health scores, and risk indicators
- Execute proactive outreach aligned to lifecycle stages, including renewal preparation, risk mitigation, and adoption acceleration
- Identify churn and downsell risks early and partner cross-functionally to develop and execute mitigation plans
- Support renewal forecasting efforts through consistent account reviews and accurate risk and sentiment tracking
- Drive customer adoption through scalable success motions, including digital campaigns, playbooks, and structured engagement templates
- Maintain accurate and up-to-date customer data in Gainsight and Salesforce, including health scores, sentiment, and activity tracking
- Partner with Support, Renewals, and Services teams to ensure coordinated and seamless customer experiences
- Manage a high volume of customer interactions while maintaining strong prioritization, responsiveness, and quality
Role Essentials
- Experience in Customer Success, Support, or other customer-facing roles in a high-volume or scaled environment
- Ability to prioritize work based on data, signals, and business impact
- Strong communication skills with the ability to deliver value in both digital and live interactions
- Experience working with CRM and Customer Success platforms (e.g., Salesforce, Gainsight)
- Highly organized with the ability to manage multiple priorities and workflows simultaneously
- Comfortable operating in a fast-paced, evolving environment with a focus on building and improving processes
What We'd Like to See
- Bachelor's degree or equivalent professional experience.
- Knowledge of Microsoft Operating Systems, Office suite, and general software technology.
- Ability to synthesize and summarize large volumes of information into clear, actionable insights.
- Experience handling sensitive information with discretion, tact, and sound judgment.
- Business and technology acumen, with flexibility to support up to 25% travel as needed.
About Hyland
Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.
Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.
© Hyland. All rights reserved.
About Hyland Life
#HylandLife
Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.
The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.
As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
Equal Opportunity Statement
Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.