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HYCU is a fast-growing leader in multi-cloud data protection as a service, backed by $140M in VC funding and headquartered in Boston. The company delivers SaaS-based backup, recovery, disaster recovery, and ransomware protection to thousands of enterprises globally, with an industry-leading NPS of 91.
As a Customer Success Engineer, you will be the technical bridge between HYCU and our SaaS and enterprise cloud customers. Your primary responsibility is to protect and grow customer relationships by helping Public Cloud and Enterprise administrators simplify their data protection stack. You'll identify solutions to streamline implementations, share best practices to accelerate adoption, and maximize the effectiveness of our platform.
Key responsibilities include:
- Serve as a customer advocate, fostering trust and transparency while building coalition support across IT and business stakeholders
- Demonstrate deep understanding of each customer's technology and business challenges, translating them into tailored HYCU solutions
- Drive product adoption and consumption by analyzing customer usage patterns against their needs, identifying expansion opportunities
- Apply technical expertise to deliver best-in-class architecture guidance and ensure successful deployments
- Collaborate closely with product management, engineering, and account management teams to ensure customer success
- Develop case studies and articulate HYCU's value through customer-centric examples
- Maintain technical skills aligned with market trends and serve as a subject matter expert on HYCU's enterprise and public cloud solutions
- Engage customers via multiple channels (phone, chat, digital, social) to drive adoption, loyalty, and on-time renewals
- Meet or exceed targets for gross revenue retention (GRR) and net recurring revenue through trusted advisor relationships
- Focus on ensuring customers fully leverage their invested solutions
You'll need a Bachelor's degree in Computer Science or equivalent, plus 5+ years in technical architecture, consulting, implementation, design, or technical support. Additionally, 4+ years of hands-on experience in SaaS, IT infrastructure, or data protection within enterprise and public cloud environments is required, ideally with medium-to-large customers.
