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 tracking technology, integrations, and common implementation challenges. • Understand how platforms like Meta Ads, Google Ads, Shopify, CRMs, and payment processors connect with HYROS. • Start hosting onboarding calls and guiding your first customers through their setup. • Learn how to troubleshoot common tracking, integration, and data validation issues. First 60 Days — Building Independence • Confidently lead onboarding calls and guide customers through technical implementations. • Become comfortable helping customers install tracking scripts, configure integrations, validate events, and troubleshoot setup issues. • Independently manage your first customer portfolio and keep onboarding progress on track. • Identify potential setup or engagement risks early and take action before they become bigger problems. • Develop a strong understanding of how customers use HYROS data to improve their advertising decisions. First 90 Days — Full Ownership • Take full ownership of your assigned customers, from onboarding through activation and ongoing adoption. • Independently handle most common technical onboarding challenges, knowing when deeper technical support is needed. • Run effective customer training sessions and explain complex tracking concepts in a simple, practical way. • Help customers understand their attribution data and turn it into actionable business decisions. • Proactively manage customer engagement, satisfaction, and retention risks. • Maintain strong relationships and consistently positive customer feedback. First 180 Days — Consistent Performance • Independently manage a growing customer portfolio while maintaining a high standard of customer service. • Consistently deliver successful onboarding, strong adoption, and positive