Customer Success Manager – High-Touch Onboarding

Customer Success Manager – High-Touch Onboarding

At HYROS, we help businesses understand exactly where their customers and revenue come from through advanced ad tracking and attribution.

We’re looking for an experienced Customer Success Manager with 5+ years of experience to own high-touch onboarding for key customers.

Your goal is clear: help customers get set up correctly, reach value fast, trust their data, and use HYROS to make better business decisions.

This is a high-ownership role. You’ll lead customer relationships, identify risks early, solve problems proactively, and be accountable for successful onboarding and adoption.

What You’ll Own

Lead high-touch onboarding from kickoff through successful activation and adoption.

Understand each customer’s business, goals, and technical setup to create the right onboarding path.

• Run onboarding calls, training sessions, and strategic conversations.
• Help customers turn HYROS data into clear, actionable decisions.
• Identify setup, adoption, and engagement risks before they become retention problems.
• Track customer progress and take action when onboarding gets stuck.
• Build strong relationships and become a trusted advisor.
• Work with Support, Product, and other teams to resolve customer challenges.

Identify opportunities to improve onboarding, retention, and the overall customer experience.

What We’re Looking For

• 5+ years of Customer Success experience, ideally in SaaS.
• Experience managing high-touch or strategic customers.
• Strong understanding of onboarding, adoption, and retention.
• Excellent communication and the ability to make complex topics simple.
• Strong problem-solving skills and the ability to work independently.
• Comfortable using data and customer signals to prioritize and take action.
• A proactive, ownership-driven mindset. You don’t wait for problems to become escalations.

Big Plus

Experience with marketing analytics, paid advertising, ad tracking, attribution, or technical SaaS products, as well as tools such as HubSpot, Intercom, or ChurnZero.

What Success Looks Like

Customers complete onboarding efficiently, trust their tracking, understand how to use HYROS, and most importantly, use HYROS data to make real business decisions.

• We care about customer outcomes, not just completed calls or tasks.
• Why HYROS?

You’ll have real ownership over a critical part of the customer journey and a direct impact on adoption, retention, and customer success.

If you’re an experienced CSM who enjoys ownership, solving complex problems, and seeing measurable results from your work, we’d like to hear from you.