Worldwide - Customer Success Manager – High-Touch Onboarding

HYROS provides ad tracking and attribution technology that helps businesses understand the sources of their customers and revenue. The Customer Success Manager owns high-touch technical onboarding and ongoing customer success, helping customers implement HYROS, adopt its data, and achieve retention.

Responsibilities:

• 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
• 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
• 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
• Independently manage a growing customer portfolio while maintaining a high standard of customer service
• Consistently deliver successful onboarding, strong adoption, and positive customer retention
• Become a trusted advisor who helps customers make better marketing and business decisions using HYROS
• Demonstrate strong technical confidence across common integrations, tracking setups, and troubleshooting scenarios
• Identify opportunities to improve onboarding efficiency, customer experience, and retention
• Contribute to improving internal playbooks, processes, and best practices

Requirements:

• 5+ years of Customer Success experience, ideally in SaaS
• Experience managing high-touch or strategic customers
• Strong understanding of customer onboarding, adoption, and retention
• Comfort working in technical customer environments. You don't need to be a developer, but technical implementations shouldn't intimidate you
• Hands-on familiarity with platforms such as Meta Ads, Google Ads, Shopify, or similar marketing and e-commerce platforms
• Comfortable understanding how websites, funnels, tracking scripts, integrations, pixels/events, and customer data connect at a practical level
• Able to troubleshoot logically, identify where a setup may be breaking, and clearly explain the solution to a customer
• Excellent communication skills and the ability to make complex or technical topics simple
• Strong problem-solving skills and the ability to work independently
• Comfortable using data and customer signals to prioritize and take action
• A proactive, ownership-driven mindset
• Experience with marketing analytics, paid advertising, ad tracking, attribution, conversion tracking, e-commerce, or technical SaaS products
• Experience with platforms and tools such as Meta Ads, Google Ads, Shopify, HubSpot, Intercom, or ChurnZero
• Basic familiarity with concepts such as tracking scripts, pixels, events, domains, redirects, webhooks, APIs, UTMs, and CRM integrations
• Previous experience managing customer portfolios with a strong focus on retention, customer satisfaction, and long-term adoption