Enterprise Customer Success Manager (NYC)

Grab your cape, become a SuperHyro!

Hyro, the leader in Responsible AI Agents for Healthcare, enables health systems to safely automate workflows and conversations across their most valuable platforms, services, and channels—including call centers, websites, SMS, mobile apps, and more. Hyro's customers, which include Intermountain Health, Baptist Health, and Hackensack Meridian Health, benefit from AI agents that are fully HIPAA-compliant, fast to deploy, easy to maintain, and simple to scale—generating better conversations, successful patient outcomes, and revenue-driving insights.

What are we looking for?

We are looking for a highly motivated and experienced Strategic Customer Success Manager to join our growing team. In this role, you will be responsible for ensuring the success and satisfaction of our Enterprise customers by building strong relationships, driving adoption, and identifying opportunities for growth. You will bring a strategic, data-driven approach, collaborate cross-functionally, and advocate for a customer-centric mindset across the organization.

• Own and nurture strategic customer relationships, ensuring success and long-term value with Hyro’s solutions.
• Guide customers through key lifecycle stages, optimizing their experience from onboarding to renewal and expansion.
• Develop and execute strategic success plans, lead quarterly and executive business reviews with key stakeholders to demonstrate value, gather insights, and help customers achieve their goals.
• Identify and drive expansion opportunities, collaborate with Sales to grow accounts based on customer needs.
• Collaborate closely with Product, Marketing, and Solutions teams to ensure a seamless customer experience and align strategies with customer needs.
• Partner with customers to analyze key performance indicators (KPIs), identify trends, and leverage data-driven insights to drive strategic business decisions 
• Advocate for the customer voice internally, influencing product development and fostering a customer-centric culture.

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years of experience in customer success or account management within a B2B technology/SaaS company.
• Proven ability to build and maintain strong relationships with Enterprise customers, with a deep understanding of Enterprise organizations.
• Exceptional presentation, written, and verbal communication skills, with the ability to engage both technical and non-technical audiences.
• Strategic, customer-centric mindset with a track record of identifying and driving growth opportunities within accounts.
• Strong multitasking and prioritization skills, with the ability to assess and respond to situational urgency effectively.
• Familiarity with Conversational AI, chatbots, or healthcare is a plus but not required.
• Willingness to travel quarterly for customer engagements.

This is a hybrid role, with at least 3 days in the NYC office. Applicants must be currently authorized to work in the United States on a full-time basis.

The offered rate of compensation (NY locations only) will be based on individual education, qualifications, experience, and work location. The OTE annual salary range for this position is $100,000 - $150,000. The range provided is for NY-based hires only and will be commensurate with candidate experience. Pay ranges for candidates in other locations other than NY may differ based on the cost of labor in that location.

Hyro is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex.