Customer Success Manager

Deine Aufgaben

Your Mission 

At Hypatos, we believe Customer Success is at the heart of our growth and reputation. 
 
As a Customer Success Manager (Associate), you play a critical role in scaling customer value across our broader customer base. You ensure that customers successfully adopt and expand their use of the Hypatos AI platform through a structured, data-driven, and highly automated engagement approach. 
 
You will be responsible for researching, planning, coordinating, and executing tech-touch Customer Success programs that drive onboarding, engagement, renewal, and expansion across your portfolio. 
 
Your mission is to deliver measurable customer value efficiently and at scale, while continuously improving our tech-touch motion and customer lifecycle experience. 

Your Responsibilities as Customer Success Manager (Associate) at Hypatos:

• Own the tech-touch customer portfolio – Act as the primary owner for a defined base of tech-touch customers, ensuring strong adoption, engagement, and retention through scalable motions. 
• Design and launch tech-touch programs – Research, plan, coordinate, and execute tech-touch Customer Success service programs that drive onboarding, product adoption, renewal, and expansion. 
• Build segmented engagement approaches – Craft structured and segmented approaches to engaging customers and delivering self-guided success journeys tailored to different customer needs. 
• Deliver personalized experiences at scale – Help customers feel valued and supported through targeted communications, health scoring, usage triggers, and automated success plays. 
• Monitor customer health and risks – Track product usage, customer health signals, and risk indicators; proactively trigger the right lifecycle motions. 
• Identify and drive growth opportunities – Proactively detect expansion opportunities within the portfolio and actively drive them forward in close partnership with Sales. 
• Drive scalable CS excellence – Continuously improve playbooks, lifecycle programs, and automation initiatives that increase efficiency and customer impact. 
• Bring the voice of the customer – Aggregate patterns and feedback from the scaled customer base and share actionable insights with Product and Engineering. 
• Collaborate cross-functionally – Work closely with RevOps, Marketing, Product, and the broader CS team to continuously optimize the customer journey. 
• Continuously learn and grow – Build deep expertise in Customer Success, AI, and automation, preparing for future ownership of more complex customer segments. 

Dein Profil

We are looking for a highly analytical, process-oriented Customer Success professional who combines strong interpersonal skills with a passion for scalable customer engagement. 
 
You bring: 

• Bachelor’s or Master’sdegree in a relevant field or equivalent practical experience
• 2–3 years of relevant experience in Customer Success, Project Management, Consulting, or scaled/tech-touch CSM roles within B2B SaaS companies
• Experience working in customer-facing roles with enterprise customers
• Strong analytical and process-oriented mindset

• Proven ability or strong interest in automating processes and implementing AI-driven workflows
• Excellent interpersonal, written, and verbal communication skills
• Experience or strong affinity for Customer Success Operations,RevOps, or data-driven customer lifecycle management
• Highly structured, proactive, and detail-oriented working style
• Fluency in English

Nice to Have 

• Experience in AI, automation, or Intelligent Document Processing environments
• Familiarity with Customer Success platforms, CRM systems, or lifecycle tooling
• Exposure to Shared Services, Finance, or P2P processes
• Basic SQL, BI, or data analysis experience
• Experience working in high-growth or scale-up environments
• German language skills

Why This Role Matters 

This role is a key pillar of Hypatos’ scaled Customer Success strategy. You will directly impact retention and expansion across the broader customer