HYPR | The Identity Assurance Company

Customer Success Manager

• Set the overall vision and strategic plan for the Customer Success organization, focusing on driving successful post-sales deployments, customer retention, and customer support
• Evaluate opportunities for revenue expansion (seat licenses, product add-ons/cross-sells and other value adds) together with sales team
• Work collaboratively with cross-functional teams (Customer Support, Product, Engineering) to resolve internal bottlenecks, identify customer-driven product requests, and deliver daily results to customers
• Drive efficiencies in implementation and onboarding to ensure a seamless customer experience
• Measure customer satisfaction and implement a plan to respond to feedback and increase reference ability
• Grow product adoption through successful onboarding and training initiatives
• Be the voice of the customer! Ensure that we can share customer case studies and use cases both externally and internally

VP of Customer Success

Support Engineer

• Own the end-to-end technical support lifecycle, ensuring all incidents are triaged, resolved, or escalated within defined SLAs.
• Conduct deep-dive technical troubleshooting across HYPR’s product suite and integrated identity services.
• Collaborate cross-functionally with Engineering and Product teams to resolve complex escalations and identify product defects.
• Proactively monitor system health and ticket trends to mitigate widespread service interruptions and improve process efficiency.

VP of Customer Success

Senior Customer Support Engineer