Customer Success Manager (Fully Remote)

ABOUT HYPER-REACH

Hyper-Reach is a mass notification and emergency communication platform that helps public safety agencies, government organizations, financial institutions, and enterprises deliver critical alerts — from severe weather and active-threat warnings to operational and IT incident notifications — quickly and reliably.

You’ll find Hyper-Reach a great place to work if you want to be part of a growing business and work closely with key management on mission-critical issues facing local communities. Beyond that, you’ll be working in Valsoft’s ecosystem of 150+ vertical software companies, learning from a shared ecosystem of best practices across one of Canada’s fastest-growing companies.

THE ROLE

We’re looking for a Customer Success Associate to join our team and help manage Hyper-Reach’s portfolio of customer relationships in public safety. If you love talking to people, remote-work and working in a team that makes communities across the US safer, this is the right role for you.

This is a role with real ownership. You’ll be responsible for accounts from end to end — from check-in calls to account reviews, all the way to managing renewal cycles. You’ll see the full arc of relationship management and work directly with Support, Product, and Sales to resolve customer pain points and help inform development decisions.

You’ll work closely with our VP of Sales to build a customer success playbook, monitoring metrics and relationships to identify and manage at-risk accounts. There is significant opportunity for career growth, including mentoring junior team members as the function scales, and cross-coordinating with Sales for a customer referral funnel.

You’ll thrive in this role if you have excellent interpersonal skills, are an avid listener with a growth mindset, and are outcome oriented. You’ll be measured on quantifiable metrics in your control: customer satisfaction (NPS) and retention.

WHAT YOU’LL DO

• Serve as the primary point of contact for an assigned portfolio of existing Hyper-Reach customer accounts.
• Own the end-to-end renewal process — track upcoming contract expirations, proactively reach out at 90/60/30-day intervals, and manage renewals through to signature.
• Monitor account health and product usage to spot early warning signs of dissatisfaction or churn risk, and independently determine when and how to escalate to leadership.
• Help shape and refine the customer success playbook, drawing on prior experience to introduce best practices.
• Partner with Support and Product teams to resolve customer issues and advocate for the customer internally.
• Identify potential expansion or upsell signals within your accounts and route qualified opportunities to the growth/sales team.
• Support a smooth handoff from Sales and Implementation as new customers transition into your book of business.
• Gather and relay customer feedback to help shape product and process improvements.
• Track and report on renewal rate, retention, and other account-health metrics for your portfolio.

WHAT WE’RE LOOKING FOR

• At least 4 years of experience in account management, customer success, client services, or a similar client-facing role (SaaS experience a plus, not required).
• A proven track record of owning a book of business independently, including managing renewals and identifying at-risk accounts with minimal oversight.
• Strong written and verbal communication skills, with a genuine interest in building long-term customer relationships.
• Highly organized and detail-oriented, with the ability to manage multiple accounts, deadlines, and renewal dates at once.
• Comfortable learning and working in CRM and customer-success tools (Pipedrive).
• Self-motivated and able to work effectively in a fully remote environment.
• A collaborative, customer-first mindset~~ and eagerness to learn~~, with the judgment to navigate ambiguous or escalated situations on your own.