Customer Success Manager – High-Touch Onboarding

Headquarters: Delaware URL: https://hyros.com/ About the Job 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 and customer success for key customers. This is not a purely relationship-focused CSM role. Onboarding at HYROS has a strong technical component. You'll need to understand how a customer's marketing and sales ecosystem works, help them connect the right platforms, troubleshoot setup issues, and make sure their tracking is working correctly. 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, adoption, and retention. What You'll Own & What Success Looks Like As a Customer Success Manager at HYROS, you'll be responsible for guiding customers through onboarding, helping them get real value from their data, and building strong relationships that support long-term retention. Your performance will be measured across four key areas: Customer Retention: The percentage of customers you successfully retain within your assigned portfolio. Customer Portfolio: The number of customers you manage while maintaining a high standard of service and engagement. Onboarding & Activation: How effectively you guide customers through technical implementation, complete their setup, and help them start using HYROS. Customer Satisfaction: The quality of your customer relationships, feedback, and ability to resolve issues proactively. What Success in This Role Looks Like First 30 Days — Learning & First Customers Understand HYROS, our onboarding playbooks, internal processes, and customer journey. Become familiar with our tr