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Customer Success Manager – High-Touch Onboarding at HYROS. Location Information: Anywhere in the World. . . Headquarters:. Delaware . URL:. . https://hyros.com/. . . About the Job. . At . HYROS. , we help businesses understand exactly where their customers and revenue come from through advanced ad tracking and attribution.. . We're looking for an experienced . Customer Success Manager with 5+ years of experience. to own high-touch onboarding and customer success for key customers.. . This is not a purely relationship-focused CSM role. . Onboarding at HYROS has a strong technical component.. You'll need to understand how a customer's marketing and sales ecosystem works, help them connect the right platforms, troubleshoot setup issues, and make sure their tracking is working correctly.. . Your goal is clear: help customers get set up correctly, reach value fast, trust their data, and use HYROS to make better business decisions.. . This is a high-ownership role. You'll lead customer relationships, identify risks early, solve problems proactively, and be accountable for successful onboarding, adoption, and retention.. . What You'll Own & What Success Looks Like. . As a Customer Success Manager at HYROS, you'll be responsible for guiding customers through onboarding, helping them get real value from their data, and building strong relationships that support long-term retention.. . Your performance will be measured across four key areas:. . . . Customer Retention:. The percentage of customers you successfully retain within your assigned portfolio.. . . . Customer Portfolio:. The number of customers you manage while maintaining a high standard of service and engagement.. . . . Onboarding & Activation:. How effectively you guide customers through technical implementation, complete their setup, and help them start using HYROS.. . . . Customer Satisfaction:. The quality of your customer relationships, feedback, and ability to resolve issues proactively.. . . . What Success in This Role Looks Like. . First 30 Days — Learning & First Customers. . . . 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.. . . . First 60 Days — Building Independence. . . . 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.. . . . First 90 Days — Full Ownership. . . . 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.. . . . First 180 Days — Consistent Performance. . . . 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.. . . . What We're Looking For. . . . 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. You don't wait for problems to become escalations.. . . . Big Plus. . . . 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.. . . . Why HYROS?. . You'll have real ownership over a critical part of the customer journey and a direct impact on onboarding, adoption, retention, and customer success.. . You'll work at the intersection of . Customer Success, marketing, data, and technology. , helping businesses not only implement HYROS correctly but actually use it to make better decisions.. . This is an opportunity to work directly with customers, solve meaningful technical challenges, and see the impact of your work on their businesses.. . If you're an experienced CSM who enjoys building customer relationships but is also comfortable . getting hands-on with technical setups, troubleshooting problems, and understanding how marketing technology works. , we'd like to hear from you.. . To apply:. . https://weworkremotely.com/remote-jobs/hyros-customer-success-manager-high-touch-onboarding.