Technical Customer Success Manager, Mid Market

About the role

You'll own a book of 25 to 40 mid-market customers ($20k to $100k+ ARR) and be their day-to-day owner at Hyperbound. Your job is to get them live, get their reps using the product.

Responsibilities

• Own the project plan from kickoff to first live cohort: rollout design, integrations setup, SSO and SCIM, admin training, launch date.
• Adoption: regular check‑ins, usage reviews, feature demos, and behaviour‑change plays that get reps practising and managers coaching.
• First‑line technical support: discovery on the call, reproduce the issue, file a clean ticket; solve what can be solved in the UI or a playbook yourself.
• Voice of the customer: own feedback from your accounts and make sure it reaches product.
• Health monitoring: watch active users, caller counts, and implementation milestones so you act on a slipping account weeks before renewal.
• Commercial signals: spot expansion and renewal risk, log it, and hand it to the account manager who owns pricing and paper.
• Responsiveness: fast on Slack, tickets, and email.
• What this role is not: a tag‑team job (you attend customer meetings alone); not a sales job (retention comes first, expansion signals logged and handed over); not a commercial role (you don’t price, negotiate, or own renewal paper).

Requirements

• Comfortable with the technical side: reading logs, reproducing bugs, working through configuration, and explaining a technical issue clearly to both a customer and an engineer.
• Broad understanding of how a sales team runs: quotas, onboarding, coaching cadences.
• Ability to remove blockers yourself rather than routing customers to another team.
• Capability to manage around 40 accounts and treat them differently on purpose.

Qualifications

• Highly preferred background in sales enablement, revenue enablement, or GTM ops; you’ve rolled out a tool or methodology to a sales team before and know what it takes to get reps to actually use it.
• Experience implementing or administering Hyperbound or a similar sales coaching platform.

Pay

$130K‑$160k OTE plus Series A equity.

Benefits

• Medical, dental, and vision benefits
• Unlimited PTO
• Free lunch and dinner in the office
• Commuter benefits