About the role

Customer Success Associate managing public-safety customer relationships, renewals, and account health for Hyper-Reach’s emergency communications platform. Partnering with Support, Product, and Sales to improve retention.

Responsibilities

Serve as the primary point of contact for an assigned portfolio of existing Hyper-Reach customer accounts
Own the end-to-end renewal process, including tracking contract expirations, proactive outreach at 90/60/30-day intervals, and managing renewals through signature
Monitor account health and product usage to identify dissatisfaction or churn risk and escalate to leadership when needed
Partner with Support and Product teams to resolve customer issues and advocate internally
Identify expansion or upsell signals and route qualified opportunities to the growth/sales team
Support handoffs from Sales and Implementation as new customers transition into the portfolio
Gather and relay customer feedback to inform product and process improvements
Track and report renewal rate, retention, and other account-health metrics
Help build a customer success playbook with the VP of Sales
Monitor metrics and relationships to identify and manage at-risk accounts
Coordinate with Sales on a customer referral funnel

1–2 years of experience in account management, customer success, client services, or a similar client-facing role
SaaS experience is a plus, but not required
Strong written and verbal communication skills
Genuine interest in building long-term customer relationships
Highly organized and detail-oriented
Ability to manage multiple accounts, deadlines, and renewal dates simultaneously
Comfortable learning and working in CRM and customer-success tools, including Pipedrive
Self-motivated and able to work effectively in a fully remote environment
Collaborative, customer-first mindset
Eagerness to learn