Founding CSM Hyperline

What you will do 🤝

As a Founding CSM at Hyperline, you’ll take the handoff post-deployment, owning the customer relationship going forward and driving adoption, satisfaction, and retention across our portfolio while helping build the playbooks that will define how we do Customer Success at scale.

Drive Adoption & Retention

• Own customer product adoption & satisfaction to drive retention across your portfolio.

• Meet regularly with your customers to help them maximize their usage of Hyperline and solve their product challenges. Run trainings to ensure users are fully enabled on the platform.

• Partner with our Deployment Strategists to ensure a smooth transition post-deployment and with Sales to secure renewals and identify upsell opportunities.

Be the Voice of the Customer

• Act as the voice of the customer, working closely with our Product team to surface feedback and identify improvement opportunities.

• Prioritize what matters most, distinguishing signal from noise to help shape the roadmap.

• Coordinate beta testing of new features with select pilot customers ahead of release.

Get Hands-On with the Product

• Take on customer support shifts alongside the rest of our Tech and Deployment teams.

• Take ownership of technical projects such as re-implementations or the deployment of standalone modules (CRM, Customer Intelligence, CPQ).

Build & Steer the Function

• Design and implement the playbooks and operating rhythm for the CS function, differentiating strategic (high-touch) accounts from low-touch accounts.

• Drive the function’s performance in collaboration with Ops — tracking the right KPIs (risk score, product adoption, client satisfaction) and driving review routines.

• Use our stack (Attio, Linear, Plain, and Hyperline itself—leveraging our own customer intelligence capabilities) to run and scale our customer operations.

Represent Hyperline

• Be a trusted advisor to your customers, translating their needs into clear, actionable outcomes.

• Report directly to our CRO, with direct visibility on strategy and priorities.

Who you are

• 5+ years of experience in customer-facing roles in a SaaS/tech environment.

• You are a natural problem solver and love to take up challenges.

• Exceptional written and verbal communication skills you are able to simplify complex topics for your customers.

• Strong business sense and genuine interest in client conversations, with an ability to understand strategic challenges and identify business opportunities.

• A proactive, action-oriented mindset—you take initiative rather than wait for direction.

• Strong organizational and time management skills, with the ability to prioritize and execute across multiple projects.

• Some technical acumen is preferred but not required—a willingness to grow your technical competency will help you succeed in this role.