Customer Success Manager

Customer Success Manager

Title:  Customer Success Manager 
Reporting to: Customer Success Director – Lead  

Location: Based in Miami, FL or Chicago, IL (Hybrid role – office based 1 day per week) 
Hours: 9-5 CT 

Salary: $80-90K fixed base salary per annum + discretionary bonus (base salary depending on experience). 

Travel: Some travel required to visit customers across North America 

Introducing hyble!  

Things move quickly at Hyble! We're a team of passionate individuals who love what we do and are always striving for the best. If you're looking for a company that values your contributions and offers exciting challenges, this might be the place for you.  

We are a high-growth marketing technology company revolutionizing the way trade marketing is delivered in the beverage industry, with a strong global footprint supporting customers in 50+ countries. Our innovative technology platform enables distributors and suppliers in the beverage industry to dramatically reduce the time, money and resources required to support their customers with Point-of-Sale marketing materials.  

We have been operating in the US market for over six years, during that time, we’ve become a trusted and embedded partner within the US beverage alcohol industry, including working at scale with the largest Wine & Spirits distributor in the United States across multiple states and regions.  

Today, our US presence is well established. We operate within mature enterprise partnerships, supporting nationwide rollouts and long-term customer success, while continuing to invest in our platform, people, and customer outcomes. We are looking to build on that success by continuing our rapid expansion in the North American market, and we are seeking an exceptional Customer Success Manager to help us do that.  

About the role: 
The Customer Success Manager (CSM) is a Customer Success role focused on driving adoption, engagement, and platform usage across a single large enterprise customer operating across multiple US states and regions. Reporting into the Customer Success Director (Account Lead) this role plays a critical role in enabling customer success at scale. 

You will support Regional CS Directors and the Account Lead through training delivery, reporting, process reinforcement, and operational coordination, while acting as the primary point of support for assigned states within a single enterprise customer. While this role does not own strategic account relationships or independent revenue targets, it has significant influence on outcomes through efficiency, structure and strong execution. 

This role is well suited to a CSM with SaaS experience who enjoys working cross-functionally within a complex enterprise environment, combining customer-facing engagement with strong operational execution, and is looking to grow toward more strategic responsibility over time. 

What you’ll do: 

Enterprise Account Engagement & Adoption 

• Act as the primary point of support for assigned regions and locations within a single enterprise account, building effective local working relationships to support adoption and usage 

• Execute structured onboarding, enablement, and lifecycle touchpoints across multiple states and regions using repeatable, tech-enabled approaches 

• Reinforce value messaging, best practices, and standard workflows to ensure consistent platform usage 

Training & Enablement 

• Support Regional Customer Success Directors with national and regional training programs, including virtual training sessions, office hours, and new-hire enablement 

• Deliver repeatable training content to frontline users to reinforce engagement and correct usage 

• Support consistent understanding and adoption of agreed processes and ways of working across regions 

Operational Support & Escalation Coordination 

• Support operational escalations in collaboration with Account Leads and Regional CS Directors, ensuring issues are logged, tracked, and progressed to resolution 

• Coordinate with internal teams to support timely issue resolution, without acting as the final escalation owner 

• Surface recurring issues, risks, and trends 

Reporting & Administration 

• Own delivery of national and regional reporting, including regional monthly reports and state-level leaderboards 

• Provide administrative support to Account Lead and Regional CS Directors, including account administration, reporting preparation, and CRM hygiene 

• Maintain accurate customer data, usage insights, and activity tracking to support forecasting and planning 

Process Consistency & Continuous Improvement 

• Reinforce adoption of agreed Customer Success playbooks, tools, and operating rhythms 

• Identify opportunities to improve efficiency, reporting quality, and scaled engagement motions 

• Provide structured feedback to CS leadership to support ongoing improvement of scaled CS operations 

What success looks like in this role: 

• Assigned states show steady, measurable improvements in adoption and usage 

• Regional CS Directors and Account Lead are effectively enabled through reliable training, reporting, and operational support 

• Operational escalations are coordinated efficiently, with clear tracking and timely resolution 

• National and regional reporting is accurate, consistent, and actionable 

• Customer Success processes and ways of working are followed consistently across the Scale segment 

• The Scale CS function enables senior CS leaders to focus on strategic relationships and growth 

What you’ll bring: 

• 2-5 years' experience in Customer Success, Account Management, or Commercial Operations (SaaS/Enterprise preferred but not essential). 

• Experience supporting customer relationships across multiple stakeholder groups, with comfort engaging frontline users and contributing to conversations with more senior stakeholders alongside CS leadership 

• Commercial awareness, with confidence working with usage data, reporting, and forecasting inputs to understand performance, risk, and growth  

• Clear and effective communicator, able to deliver structured updates, training, and enablement sessions, and support broader stakeholder communication led by Directors 

• Experience supporting escalations and operational issues, helping to investigate, document, and coordinate resolution rather than acting as the final escalation owner 

• Proactive, hands-on approach to problem solving, with the ability to identify issues, suggest solutions, and follow through on agreed actions 

• Comfortable delivering platform demos, virtual trainings, and re-engagement activity with guidance and support from senior CS leaders 

• Analytical mindset, confident producing usage reports, identifying trends, and making practical recommendations to improve adoption and engagement 

• Strong organisational skills and attention to detail, particularly across reporting, administration, and CRM hygiene 

Bonus if you have: 

• Experience in the hospitality or beverage alcohol industry. 

• Background in Sales or other customer-facing commercial roles. 

• Experience in SaaS businesses with usage or transaction-based models. 

Some candidates may see this list and feel discouraged because they don’t match all the requirements. If this is your ideal job please apply anyway, there’s a good chance you’re more wonderful than you think you are.  

What we'll offer 

This is a fixed base salary role with no additional role-specific incentive plan. As well as your fixed base salary, here’s a snapshot of what we typically offer to full-time employees:    

• Reward and Recognition. A company bonus scheme based on company and team performance, with regular recognition along the way.   

• 401k. A combined contribution of your choice and a capped company match.   

• Health Insurance. Comprehensive Medical, Dental, and Vision insurance is available from the first of the month after your start date, covering you and eligible dependents. Disability and Life Insurance are also provided at no cost to you.   

• Vacation. 22 days of vacation, as well as paid sick days.   

• Holidays. 7 fixed national holidays and 4 floating holidays.    

• Giving back. 2 paid days leave to support a charity of your choice.    

• Wellbeing. We'll support you in looking after your health and wellbeing so you can do your best work. We provide coaching and counselling on demand through our wellbeing partners, Plumm.   

• Health Days. 2 full days or 4 half days to take when you need to refuel and recharge.   

• Collaboration opportunities. Flexibility to work remotely, with opportunities to collaborate with colleagues and contribute to our culture.     

• Grow with us.  You'll have opportunities to develop your career in a high pace technology company as part of a great team.       

• Open culture.  A place where you can bring new ideas, try doing things differently, and have a real impact.   

What’s it really like to work here  

Working with us is a long way from your average job – it's a unique opportunity to collaborate with brilliant people and be part of what could be the most significant chapter of your professional life.  It's where you can realize your full potential, take responsibility and make a huge impact.   

Here's a glimpse of what it's really like to be a part of hyble:  

• Fast-Paced: Our growth is lightning-fast, and the to-do list is never-ending.  

• Continuous Innovation: We're constantly building and improving our product, systems, and processes. We’re never done.  

• Starting from Scratch: We're building supply chains, teams, processes, and systems from the ground up.  

• Resourceful: We’ve got the backing of big name investors but capital efficiency is in our DNA so we’re mindful of every dollar, euro, or pound spent.  

• Global Reach: We work across multiple time zones so we're often taking calls at odd hours to support our global teams.   

• Versatility: We wear many hats and take on tasks that go way beyond our job descriptions.   

• Dynamic Environment: We’re in the “messy middle” of the scaling journey so things can get a bit messy and chaotic at times.  

• Rewarding: But above all, it's incredibly rewarding, engaging, energetic, exciting, and a lot of fun.   

Who we’re looking for:  

We're on the hunt for the unconventional folks, the non-conformists, the professional punks, and trailblazers. The rebels who are passionate about solving industry challenges. We’re seeking the 1% who are determined enough to join our adventure, individuals who will relish challenges, learn daily and are driven to build something extraordinary.   

Most importantly, we're looking for individuals who embody our values:  

• “We’re a Team”  

• “We’re Humble”   

• "We’re Resilient”  

• "Be Yourself”  

Our work ethic at hyble  

Our values drive our work ethic. We are looking for people who operate this way as a default setting.  

• Commitment: We're fully committed to our vision, goals and each other.  

• Hands-On: We're not afraid to get our hands dirty. 

• Team-First: The team always comes before individual interests.  

• Hard Work: We go above and beyond, because it matters to us.  

• Responsible: We treat company resources like they're our own.  

• Progress, not perfection: We focus on progress and results, not perfection. We focus on making marginal gains every day and look for shortcuts along the way.  

• Accountability: We make it ours and take ownership and responsibility.  

• Ambitious: We go big or go home.  

• Initiative: We try to see round corners; we spot opportunities, and we always find a way.  

• Growth Mindset: We’re always learning, we’re never done.  

• Challenge Convention: We challenge the mindset of “because we’ve always done this way”  

• Empathy: We deeply care about our customers, suppliers, and employees.  

If this resonates with you, then read on to discover more about the role you could play in our journey. 

For more information about us visit https://www.hyble.tech/ or check out our socials. 

Disclaimer: Beware of scams! hyble will only ever initiate contact with candidates through an official "@hyble.tech" email address. We will never request payment details, nor will we ask candidates to purchase any equipment or services at their own expense. Always be vigilant and ensure you are communicating through our official channels.