AVP, Customer Success
$227K/yr
... in Hyland solutions. The AVP provides both strategic leadership and hands-on execution ... Working closely with Sales, Renewals, Product Management, Engineering, Professional Services ...
New
20 Hyland Software Customer Success Manager Jobs Hiring Near You
AVP, Customer Success
$227K/yr
... in Hyland solutions. The AVP provides both strategic leadership and hands-on execution ... Working closely with Sales, Renewals, Product Management, Engineering, Professional Services ...
New
Director, Solution Marketing
$180K - $230K/yr
... Hyland's industry solutions in partnership with product management and cross-functional ... Partner with product, sales, demand generation, and customer success teams to drive pipeline growth ...
Director, Solution Marketing
$180K - $230K/yr
... Hyland's industry solutions in partnership with product management and cross-functional ... Partner with product, sales, demand generation, and customer success teams to drive pipeline growth ...
Director, Product Marketing
$180K - $230K/yr
Experience in enterprise software markets such as content management or process automation ... Hyland's mission to help our employees, customers and partners exceed their potential with our ...
Director, Product Marketing
$180K - $230K/yr
Experience in enterprise software markets such as content management or process automation ... Hyland's mission to help our employees, customers and partners exceed their potential with our ...
Senior Solution Marketing Manager - Healthcare
$151K - $170K/yr
... customer testimonials for external and internal use About Hyland Hyland is the pioneer of the ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
Senior Solution Marketing Manager - Healthcare
$151K - $170K/yr
... customer testimonials for external and internal use About Hyland Hyland is the pioneer of the ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
Strategy Deployment Lead
$130K - $160K/yr
... proven success managing large, cross-functional initiatives. * Strong change management ... Hyland's mission to help our employees, customers and partners exceed their potential with our ...
Strategy Deployment Lead
$130K - $160K/yr
... proven success managing large, cross-functional initiatives. * Strong change management ... Hyland's mission to help our employees, customers and partners exceed their potential with our ...
Lead Product Manager
Westlake, LA · Remote
... software and full product lifecycle management * Ability to collaborate deeply with engineering ... or customer-facing engagements About Hyland Hyland is the pioneer of the Content Innovation ...
Lead Product Manager
Westlake, LA · Remote
... software and full product lifecycle management * Ability to collaborate deeply with engineering ... or customer-facing engagements About Hyland Hyland is the pioneer of the Content Innovation ...
Sales Solution Engineer
$155K - $170K/yr
Knowledge of Enterprise Content Management (ECM) and general software implementation methodologies ... to support customer engagements, events, and industry conferences About Hyland Hyland is the ...
Sales Solution Engineer
$155K - $170K/yr
Knowledge of Enterprise Content Management (ECM) and general software implementation methodologies ... to support customer engagements, events, and industry conferences About Hyland Hyland is the ...
Senior Technical Product Manager, Cloud Platform
$130K - $150K/yr
... Hyland's mission to help our employees, customers and partners exceed their potential with our ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
Senior Technical Product Manager, Cloud Platform
$130K - $150K/yr
... Hyland's mission to help our employees, customers and partners exceed their potential with our ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
Digital Demand Generation Manager
Westlake, LA · Remote
$132K - $148K/yr
Proven success partnering with Sales to achieve pipeline and revenue goals. * Experience using ... Hyland\'s mission to help our employees, customers and partners exceed their potential with our ...
Digital Demand Generation Manager
Westlake, LA · Remote
$132K - $148K/yr
Proven success partnering with Sales to achieve pipeline and revenue goals. * Experience using ... Hyland\'s mission to help our employees, customers and partners exceed their potential with our ...
Lead Product Manager
$163K - $185K/yr
... software and full product lifecycle management * Ability to collaborate deeply with engineering ... or customer-facing engagements About Hyland Hyland is the pioneer of the Content Innovation ...
Lead Product Manager
$163K - $185K/yr
... software and full product lifecycle management * Ability to collaborate deeply with engineering ... or customer-facing engagements About Hyland Hyland is the pioneer of the Content Innovation ...
Digital Demand Generation Manager
$132K - $148K/yr
... Hyland's mission to help our employees, customers and partners exceed their potential with our ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
Digital Demand Generation Manager
$132K - $148K/yr
... Hyland's mission to help our employees, customers and partners exceed their potential with our ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
Senior Technical Product Manager, Cloud Platform
Westlake, LA · Remote
$100K - $132K/yr
... Hyland\'s mission to help our employees, customers and partners exceed their potential with our ... to sustainable success. As we\'ve grown to a company of nearly 4,000 strong, we have the ...
Senior Technical Product Manager, Cloud Platform
Westlake, LA · Remote
$100K - $132K/yr
... Hyland\'s mission to help our employees, customers and partners exceed their potential with our ... to sustainable success. As we\'ve grown to a company of nearly 4,000 strong, we have the ...
Manufacturing Technician - PACSgear
Auburn, CA · On-site
$25 - $35/hr
... Management Systems * Electronic Testing & Calibration Equipment * Database Software Role Essentials ... Hyland's mission to help our employees, customers and partners exceed their potential with our ...
Manufacturing Technician - PACSgear
Auburn, CA · On-site
$25 - $35/hr
... Management Systems * Electronic Testing & Calibration Equipment * Database Software Role Essentials ... Hyland's mission to help our employees, customers and partners exceed their potential with our ...
Vice President, Marketing Strategy and Operations
$292K - $327K/yr
... Hyland's mission to help our employees, customers and partners exceed their potential with our ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
Vice President, Marketing Strategy and Operations
$292K - $327K/yr
... Hyland's mission to help our employees, customers and partners exceed their potential with our ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
... Hyland\'s mission to help our employees, customers and partners exceed their potential with our ... to sustainable success. As we\'ve grown to a company of nearly 4,000 strong, we have the ...
... Hyland\'s mission to help our employees, customers and partners exceed their potential with our ... to sustainable success. As we\'ve grown to a company of nearly 4,000 strong, we have the ...
Manufacturing Technician - PACSgear
Auburn, CA · On-site
$35 - $40/hr
... Management Systems * Electronic Testing & Calibration Equipment * Database Software Role Essentials ... Hyland's mission to help our employees, customers and partners exceed their potential with our ...
Manufacturing Technician - PACSgear
Auburn, CA · On-site
$35 - $40/hr
... Management Systems * Electronic Testing & Calibration Equipment * Database Software Role Essentials ... Hyland's mission to help our employees, customers and partners exceed their potential with our ...
Senior Account Executive
Westlake, OH · Remote
Manage all customer account activity in the CRM; determine the viability of RFP requests and ... About Hyland Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous ...
Senior Account Executive
Westlake, OH · Remote
Manage all customer account activity in the CRM; determine the viability of RFP requests and ... About Hyland Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous ...
Strategic Finance Manager
$140K - $155K/yr
... Hyland's mission to help our employees, customers and partners exceed their potential with our ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
Strategic Finance Manager
$140K - $155K/yr
... Hyland's mission to help our employees, customers and partners exceed their potential with our ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
... Hyland's mission to help our employees, customers and partners exceed their potential with our ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
... Hyland's mission to help our employees, customers and partners exceed their potential with our ... success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a ...
Lead Solution Consultant
Westlake, OH · On-site +1
... implementing software solutions for customers. This role applies deep product expertise and ... Highly organized and experienced at successfully managing multiple priorities, with the ability to ...
New
Lead Solution Consultant
Westlake, OH · On-site +1
... implementing software solutions for customers. This role applies deep product expertise and ... Highly organized and experienced at successfully managing multiple priorities, with the ability to ...
New
Hyland Software Jobs Information
What is it like to work at Hyland Software?
Hyland Software is known for its collaborative and innovative culture, prioritizing employee growth and customer satisfaction. The company's flat organizational structure and agile development approach enable teams to work closely together, fostering a dynamic and fast-paced work environment where employees can contribute to the development of OnBase, a leading enterprise content management platform. Working at Hyland Software may appeal to candidates who value a challenging and rewarding work environment, opportunities for professional development, and the chance to be part of a company that is shaping the future of content management and digital transformation.
What other companies are hiring for Customer Success Manager jobs?
What are the most popular jobs at Hyland Software?
What are the most popular categories at Hyland Software?
Job description
Overview
Assistant Vice President, Customer Success
The Assistant Vice President (AVP), Customer Success is responsible for defining and executing the vision, strategy, and operational performance of the Customer Success organization. This leader is accountable for driving customer outcomes across adoption, value realization, retention, advocacy, and expansion while ensuring customers achieve measurable business results from their investment in Hyland solutions.
The AVP provides both strategic leadership and hands-on execution, translating corporate objectives into scalable customer success programs, operating models, and measurable outcomes. This role leads the execution of customer engagement strategies while continuously evolving the Customer Success function to improve efficiency, effectiveness, and customer impact.
Working closely with Sales, Renewals, Product Management, Engineering, Professional Services, Support, Marketing, and Operations, the AVP ensures alignment across teams to deliver a seamless customer experience throughout the customer lifecycle-from onboarding and adoption to renewal, expansion, and advocacy.
The AVP owns key business metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer health, product adoption, customer satisfaction, customer advocacy, and expansion performance. This leader is responsible for establishing success strategies, driving execution against operational plans, and leveraging data-driven insights to mitigate risk, improve customer outcomes, and accelerate revenue growth.
In addition to strategic planning, the AVP is accountable for the day-to-day leadership and management of the Customer Success organization, including performance management, talent development, resource allocation, forecasting, operational reviews, and executive customer engagement. The role serves as a key voice of the customer, influencing product direction, go-to-market priorities, and company-wide initiatives that improve customer value and business outcomes.
Customer Value, Retention, and Revenue Growth
Metric Category
Example Measures
Financial and Commercial
Customer Outcomes
Operational Execution
People Leadership
Qualifications
Required
Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved.
Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.
#HylandLife
Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.
The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.
As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
Equal Opportunity Statement
Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.
Assistant Vice President, Customer Success
The Assistant Vice President (AVP), Customer Success is responsible for defining and executing the vision, strategy, and operational performance of the Customer Success organization. This leader is accountable for driving customer outcomes across adoption, value realization, retention, advocacy, and expansion while ensuring customers achieve measurable business results from their investment in Hyland solutions.
The AVP provides both strategic leadership and hands-on execution, translating corporate objectives into scalable customer success programs, operating models, and measurable outcomes. This role leads the execution of customer engagement strategies while continuously evolving the Customer Success function to improve efficiency, effectiveness, and customer impact.
Working closely with Sales, Renewals, Product Management, Engineering, Professional Services, Support, Marketing, and Operations, the AVP ensures alignment across teams to deliver a seamless customer experience throughout the customer lifecycle-from onboarding and adoption to renewal, expansion, and advocacy.
The AVP owns key business metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer health, product adoption, customer satisfaction, customer advocacy, and expansion performance. This leader is responsible for establishing success strategies, driving execution against operational plans, and leveraging data-driven insights to mitigate risk, improve customer outcomes, and accelerate revenue growth.
In addition to strategic planning, the AVP is accountable for the day-to-day leadership and management of the Customer Success organization, including performance management, talent development, resource allocation, forecasting, operational reviews, and executive customer engagement. The role serves as a key voice of the customer, influencing product direction, go-to-market priorities, and company-wide initiatives that improve customer value and business outcomes.
Customer Value, Retention, and Revenue Growth
- Own and drive customer outcomes, retention, and expansion strategies across the assigned customer lifecycle.
- Maintain direct responsibility for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), including renewal performance, churn reduction, downsell mitigation, forecasting, and expansion influence.
- Establish programs that accelerate adoption, value realization, advocacy, renewal readiness, and customer growth.
- Develop and execute risk management strategies to proactively identify, mitigate, and resolve customer health issues.
- Partner with Sales, Account Management, and Renewals leaders to maximize retention outcomes and customer growth opportunities.
- Ensure strategic accounts have active success plans, executive engagement, measurable goals, and documented value outcomes.
- Define and continuously improve the end-to-end customer journey across onboarding, adoption, value realization, advocacy, renewal, and expansion.
- Build scalable engagement models, segmentation strategies, playbooks, and operating processes that align customer goals to measurable business value.
- Develop consistent success planning, health scoring, executive business review, and renewal readiness practices.
- Translate customer insights and business objectives into actionable programs that improve retention, growth, and customer experience.
- Partner with Product, Services, Support, Marketing, Renewals, Operations, and Sales to create a seamless customer experience.
- Represent the voice of the customer by communicating customer trends, risks, opportunities, and market insights to leadership and business partners.
- Collaborate with stakeholders to resolve critical customer issues and improve customer outcomes.
- Act as a senior escalation point for strategic customer situations and executive-level customer concerns.
- Establish operational KPIs, dashboards, benchmarks, and reporting mechanisms to drive performance and accountability.
- Monitor customer health, adoption, engagement, retention, expansion, advocacy, and financial performance metrics.
- Lead renewal and expansion forecasting processes in partnership with relevant revenue teams.
- Drive process standardization, operational rigor, and continuous improvement initiatives that increase efficiency and scalability.
- Lead, coach, and develop Customer Success managers and customer-facing team members.
- Set clear goals, role expectations, and accountability measures linked to customer outcomes, GRR, NRR, and operational performance.
- Develop succession plans and identify future leaders within the organization.
- Foster a customer-centric, data-driven culture focused on accountability, collaboration, and continuous improvement.
- Contribute to budget planning, resource allocation, workforce planning, and operational investment decisions.
- Ensure organizational resources are aligned to customer needs, business priorities, retention goals, and growth objectives.
- Monitor departmental performance against financial, operational, and customer outcome targets.
Metric Category
Example Measures
Financial and Commercial
- GRR, NRR, renewal rate, churn rate, downsell mitigation, expansion revenue, CSQLs, forecast accuracy
Customer Outcomes
- Customer health, adoption, usage, time-to-value, value realization, CSAT, NPS, advocacy and references
Operational Execution
- Success plan adoption, risk review completion, EBR/QBR completion, renewal readiness, customer coverage ratios
People Leadership
- Team goal attainment, manager effectiveness, talent development, retention of key talent, succession readiness
Qualifications
Required
- Bachelor's degree or equivalent experience.
- 12+ years of experience in Customer Success, Account Management, Renewals, SaaS, or related customer-facing functions.
- 7+ years of leadership experience managing managers and customer-facing teams.
- Demonstrated success driving customer retention, adoption, expansion, and revenue growth.
- Experience owning or directly influencing GRR and NRR performance.
- Strong business, financial, analytical, and operational acumen.
- Experience leading cross-functional initiatives, executive customer conversations, and organizational change.
- Experience in enterprise SaaS or recurring-revenue business models.
- Knowledge of Customer Success platforms such as Gainsight, Salesforce, customer health tooling, and product analytics.
- Experience building scaled customer engagement, digital success, renewal readiness, and customer advocacy programs.
- MBA or advanced business education preferred.
Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved.
Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.
#HylandLife
Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.
The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.
As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
Equal Opportunity Statement
Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.
About Hyland Software
Sourced by ZipRecruiter
Company size
1,001 - 5,000 Employees
Headquarters location
Westlake, OH, US
Year founded
1991