Associate Customer Success Manager

About the Role

The Associate Customer Success Manager is responsible for driving long-term customer success and the adoption of Hylands products and services across a defined set of customers and/or partners. This role operates within a pooled Customer Success model delivering scalable team-based coverage across a broad portfolio of midmarket customers. This role focuses on driving retention adoption and renewal readiness through proactive data-driven engagement and structured lifecycle execution.

This role is remote in Brazil

Your Role Responsibilities Heres What Youll Do.

• Manage a pooled portfolio of midmarket customers contributing to shared ownership of retention and growth outcomes
• Prioritize customer engagement based on data-driven signals including renewal timelines product adoption health scores and risk indicators
• Execute proactive outreach aligned to lifecycle stages including renewal preparation risk mitigation and adoption acceleration
• Identify churn and downsell risks early and partner cross-functionally to develop and execute mitigation plans
• Support renewal forecasting efforts through consistent account reviews and accurate risk and sentiment tracking
• Drive customer adoption through scalable success motions including digital campaigns playbooks and structured engagement templates
• Maintain accurate and up-to-date customer data in Gainsight and Salesforce including health scores sentiment and activity tracking
• Partner with Support Renewals and Services teams to ensure coordinated and seamless customer experiences
• Manage a high volume of customer interactions while maintaining strong prioritization responsiveness and quality

Role Essentials

• Experience in Customer Success Support or other customer-facing roles in a high-volume or scaled environment
• Ability to prioritize work based on data signals and business impact
• Strong communication skills with the ability to deliver value in both digital and live interactions
• Experience working with CRM and Customer Success platforms (e.g. Salesforce Gainsight)
• Highly organized with the ability to manage multiple priorities and workflows simultaneously
• Comfortable operating in a fast-paced evolving environment with a focus on building and improving processes

What Wed Like to See

• Bachelors degree or equivalent professional experience.
• Knowledge of Microsoft Operating Systems Office suite and general software technology.
• Ability to synthesize and summarize large volumes of information into clear actionable insights.
• Experience handling sensitive information with discretion tact and sound judgment.
• Business and technology acumen with flexibility to support up to 25% travel as needed.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation.

Trusted by thousands of organizations worldwide including many of the Fortune 100 Hylands 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 Hylands platform and services please visit .

Hyland. All rights reserved.

About Hyland Life

#HylandLife

Since 1991 it has been Hylands 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 its 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 weve grown to a company of nearly 4000 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.